Universal Member Contact Center Representative

St. Mary's Bank • Manchester, NH

6d • Onsite

About The Position

Under the direction of the Member Contact Center Supervisor, the Universal Member Contact Center Representative I is responsible for delivering exceptional customer service to our members while conducting transactions and achieving service goals. The Representative establishes and maintains loan and deposit account relationships by supporting members with various communication channels, including phone, email, ITM, secure messages and chat. This role involves addressing inquiries, resolving issues, and providing information about our products and services. The representative must maintain a high level of professionalism to ensure member satisfaction.

Requirements

• Excellent verbal and written communication skills to interact effectively with members.
• Demonstrated commitment to providing outstanding customer service.
• High level of accuracy and attention to detail in processing transactions and maintaining records.
• Ability to manage time effectively and handle multiple tasks simultaneously.
• Ability to work well in a team-oriented environment and collaborate with colleagues across departments.
• Proficient in using contact center software, CRM systems, and standard office applications.
• A minimum of a High School Diploma or equivalent is required.
• One year’s experience as a customer service representative, preferably with a financial institution.
• Computer proficiency with Microsoft Office Suite to include alternative delivery bank systems (i.e. online banking, bill pay, etc.).

Nice To Haves

• Additional coursework or certification in customer service, communication, or a related field preferred.

Responsibilities

• Handle inbound and outbound customer requests via phone, chat and all digital channels by providing high quality service and support.
• Identify and resolve member issues efficiently, escalating complex cases to higher-level support when necessary.
• Process transactions and update member accounts accurately and promptly.
• Assist members in understanding their benefits and navigating the services offered.
• Maintain thorough and accurate records of member interactions and transactions.
• Follow company policies and procedures to ensure compliance and confidentiality.
• Participate in training and development programs to stay updated on products, services, and system enhancements.
• Maintain up-to-date knowledge of our products and services to provide accurate information to members.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED