Client Support Specialist

2 weeks ago

Westborough, Massachusetts, United States Westborough Operations Center Full time
Position Overview


The Customer Service Representative at Westborough Operations Center plays a crucial role in delivering outstanding service through various communication methods, including phone, email, and chat.

This position requires proficiency in handling transactions, addressing issues, assisting with complex customer inquiries, and providing a comprehensive understanding of all banking products and services. The representative will identify customer needs and recommend suitable solutions.

Key Responsibilities


- Communicate effectively with both internal and external clients in a professional manner, identifying their needs and resolving complex issues through telephone and electronic communication.

- Execute a variety of customer transactions, including processing withdrawals and balancing duties for checking and savings accounts.

- Support and address the service requirements of both internal and external clients in a dynamic environment that demands accuracy, multitasking, and strong listening and communication skills.

- Build positive relationships with diverse personality types while maintaining a professional demeanor.

- Navigate multiple software applications while engaging with customers.

- Understand which products and services will best meet customer needs.

- Interact with customers through phone and chat sessions from the public website or online banking.

- Respond to customer voicemails and email inquiries.

- Process account transactions, research requests, and handle account maintenance tasks.

- Demonstrate knowledge of the various ways customers utilize online and mobile banking services, as well as branch offices.

- Identify and assist with the transition of customer transactions to alternative delivery channels.

- Recognize and report any instances of fraud or suspected fraud, remaining vigilant to potential threats and taking necessary precautions to protect customers and the bank.

- Provide assistance with online banking, including password resets, secure access codes, bill payments, and stop payment requests.

- Assist with debit card travel alerts, daily limit adjustments, card activation/deactivation, suspected fraudulent transactions, and new card orders.

- Address basic and complex inquiries related to loan applications.

- Meet performance expectations for all call center metrics, including call handling, not ready time, and wrap-up codes.

- Complete all required training in a timely manner.

- Identify opportunities for process improvements in collaboration with the management team.

- Safeguard customer information by adhering to departmental security protocols and procedures.

- Comply with all relevant regulatory and departmental practices and procedures.

- Represent the organization through active involvement in community and industry events, promoting the business interests of the bank.

- Refer sales opportunities to other departments or affiliates in alignment with established objectives.

Qualifications


- Education: High School Diploma is required; some college experience is preferred.

- Work Experience: 1-3 years of experience in customer service, preferably in banking, financial services, or inbound call center environments.

- Knowledge, Skills, and Abilities: Must possess intermediate technology skills, including fluency in Windows Operating Systems and Microsoft Office tools. Strong computer skills are essential, including familiarity with multiple browsers and navigation of multiple tabs and windows. Self-motivation and teamwork are crucial, along with a high energy level, strong sense of urgency, excellent communication skills, customer service orientation, and proper telephone etiquette. Must be able to handle high volume inquiries, work extended hours, and weekends, and sit for prolonged periods. Bilingual candidates are highly encouraged to apply.

- Flexibility to work other shifts as needed to provide coverage to the Information Center.

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