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Call Center Specialist I

4 months ago

Lowell, United States Enterprise Bank Full time

**_We are Hiring_**

**Call Center Specialist I - Lowell**

**Enterprise Bank, is a growing and successful commercial bank where your talents will be recognized. Consistently being recognized both nationally and locally as a “Top Place to Work”, Enterprise Bank team members are as important to us as our core values. Join our dynamic team and experience a unique workplace culture where success is shared, and diversity is celebrated.**

**ESSENTIAL FUNCTIONS & RESPONSIBILITIES**:
**Technical and General Support**
- Operates in the Five 9 Agent Desktop Plus platform. Primarily works in the Personal skill set (English and/or Spanish) and in a secondary role assists with overflow of business calls
- Removes voice recording options from the Five9 Agent Desktop platform if a customer opts-out
- Promptly and accurately responds to inquiries, concerns, and requests from internal or external customers
- Provides support to internal and external customers by evaluating, analyzing, and diagnosing the user’s needs and situation
- Verifies that each customer has passed the Call Center verification procedures and additional due diligence by verifying account notes, warning flags and Dynamics activities/cases
- Generates FIS eAccess out-of-wallet questions, ensuring the customer or non-customer passes to complete any of the following:

- Activate Apple Pay, Samsung Pay, Google Pay, etc. for a debit card through MasterCard Connect
- Provide an Electronic Banking PIN
- Request a new debit card be mailed
- Provide a software activation key over the phone
- Unlock a non-customer from business online banking (BOB) or business suite online banking (BSOB)
- Assist a non-customer with a BOB or BSOB inquiry for an account that they have permission to view
- Place a debit card travel notice
- Reset debit card PIN tries/attempts
- Actively identifies, documents, and utilizes proper reporting channels to promptly report suspicious behavior, red flags, and high-risk activity
- Provides basic information to customers on all of the Bank’s product and service offerings
- Guides online users through step-by-step solutions pertaining to but not limited to all digital banking products such as Retail Online Banking, Business Online Banking, Business Suite Online Banking/Secure Browser, Retail and Business Mobile Banking, Retail and Business Mobile Deposit, Retail and Business Bill Pay, Zelle, External Transfer, Real-Time Alerts and eStatements
- Completes debit card limit & velocity limit increases/decreases, travel exemptions, EnFact exemptions, Tran Blocker exemptions, MT Funding/Credit limits, PIN attempt resets, activation date and attempt resets, card status changes, fraud claims, disputes, errors, and any additional related issues
- Utilizes all available resources to research basic issues relating to the Banks product and service offerings, including deposit accounts, stop payment processing, account transfers, check orders, fee rebates, providing activation keys, etc.
- Completes ACH Unauthorized transaction requests and works with Payment Servicing on customers behalf
- Provides assistance to customers trying to perform retail and business online banking functions by being familiar with different web browsers (Microsoft Edge, Mozilla Firefox, Google Chrome, Internet Explorer, and Safari), various approved/certified devices and operating systems (computer/desktop: Windows & Apple macOS) (smartphones/tablets: Android & Apple iOS)
- Assists customers with retail and business online banking unlocks, password and PIN resets, access issues, activation keys and Out of Band authentication
- Utilizes Bomgar WebApp to remotely access customer’s devices to provide basic troubleshooting support
- Processes returned mail, contacting customers, and properly documenting all changes to contact information, forwarding returned mail containing debit cards to Security and loan billing statements to Loan Servicing
- Assists customers with eStatements enrollments and cancellations
- Assists customers with opening accounts online
- Assists customers with inquiries and guidance pertaining to My Enterprise Rewards program
- Assist customers with navigating the bank’s website, locating information and digital resources
- Immediately reports (within 5 minutes) any login, connectivity or technology issues to the Senior Call Center Supervisor or Call Center Lead and contacts the Help Desk for assistance
- Stays current with all system upgrades, changes, and updates
- Exceeds customer expectations by following the guidelines
- Performs all duties consistent with applicable Federal and State laws and regulations as well as Bank policies and procedures
- Exceeds customer expectations by following the guidelines outlined in the Customer Experience Program

**Our DEIB Value Statement**:At Enterprise Bank, people and relationships come first. We encourage and foster a culture of diversity, equity, inclusion, and belonging where everyone feels valued and