Customer Service Representative

2 months ago

Westborough, Massachusetts, United States Middlesex Savings Full time
Job Title: Customer Service Representative

At Middlesex Savings, we are seeking a highly skilled and customer-focused Customer Service Representative to join our team. As a key member of our Information Center, you will be responsible for providing exceptional service to our customers through various communication channels, including phone, email, and chat.

Key Responsibilities:
  • Provide professional and courteous service to internal and external customers, identifying their needs and resolving complex issues via telephone and electronic means.
  • Perform a variety of transactions for customers, including teller transactions, processing of checking and savings account withdrawals and balancing duties.
  • Identify, support, and resolve the service needs of both internal and external customers in a fast-paced environment that requires accuracy, multi-tasking, and effective listening and communication skills.
  • Build a positive rapport with a diverse range of personality types, maintaining a professional attitude and a positive manner.
  • Navigate multiple computer applications while interacting with customers.
  • Understand which products and services will work best to successfully meet customer needs.
  • Interact with customers via the phone, chat sessions from the public website, or within online banking.
  • Respond to customer voice mail and email messages.
  • Process account transactions, research requests, and account maintenance requests.
  • Demonstrate an understanding of the multiple ways customers bank using online and mobile technology and branch offices. Explain the services and various channels.
  • Identify and assist with the migration of customer transactions to alternative delivery channels.
  • Identify and report fraud or suspected fraud occurrences. Continuously be aware of fraud engineering threats and steps to take to protect customers and the bank.
  • Provide online banking assistance with password resets, secure access codes, bill pay, and stop payment requests.
  • Provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, suspected fraudulent transactions, and new card orders.
  • Assist with loan applications. Address basic and complex loan inquiries.
  • Meet expectations for all call center-related statistics, including but not limited to measurement of calls handled, not ready time, and wrap-up codes.
  • Complete all training requirements on time.
  • Identify process improvement ideas with the management team.
  • Protect customer information by following department security guidelines and procedures.
  • Comply with all applicable regulatory and department practices and procedures.
  • Represent the Bank through active participation in community and industry organizations and events and promote the business interest of the Bank. Refer sales opportunities to other departments or Bank affiliates in support of established objectives.
Requirements:
  • High School Diploma is required.
  • Some College.
  • 1-3 years of experience in customer service, preferably in banking, financial services, and/or inbound call center experience.
Knowledge, Skills, and Abilities:
  • Must possess at least intermediate technology, fluency in Windows Operating Systems, and Microsoft Office tools.
  • Strong computer skills, including familiarity with multiple browsers, multiple tabs, and multiple window navigation.
  • Must be self-motivated and work well in a team environment. Requires a high energy level and strong sense of urgency, excellent communication, customer service, telephone etiquette, and grammar.
  • Must be able to respond to high-volume telephone inquiries, work extended hours, and weekends.
  • Must be able to sit for extended periods of time. Bilingual candidates are highly encouraged to apply.
  • Must be flexible and able to work other shifts, as needed, to provide coverage to the Information Center.

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