Customer Service Representative

1 week ago

Whitinsville, Massachusetts, United States BankTalent HQ Full time
Customer Service Representative

We are seeking a highly skilled and customer-focused individual to join our Call Center team as a Customer Service Representative. As a key member of our team, you will be responsible for providing exceptional service to our customers, resolving their inquiries and issues in a timely and professional manner.

Key Responsibilities:

  • Assist customers with questions and issues related to UniPay, UniBank eChannels, deposit and loan accounts via phone and written correspondence.
  • Provide technical support and use various systems for tracking, information gathering, and troubleshooting.
  • Exceed customer service and sales expectations in an inbound/outbound call center environment.
  • Assist Retail branch staff with routine system navigation, reviewing procedures, and providing creative solutions to solve customer concerns.
  • Research and resolve complaints to ensure customer retention and satisfaction.
  • Accurately complete online account transactions, such as hot card debit cards, telephone fund transfers, and travel notes.
  • Maintain an understanding of UniBank products and services, procedures, policies, and regulatory issues related to deposit and transaction accounts.
  • Stay current with new marketing campaigns and environmental impacts. Cross-sell all consumer products and services.
  • Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objections.
  • Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
  • Meet Quality Assurance and cross-sell requirements and other key performance metrics with a strong attention to meeting daily service levels with accuracy.

Requirements:

  • HS Diploma or equivalent required; College degree preferred.
  • Knowledge of customer service practices and technology highly preferred.
  • 1-3 years of experience in a call center environment.
  • Previous banking industry experience required.
  • Superior listening, verbal, and written communication skills.
  • Ability to handle stressful situations appropriately.
  • Bilingual a plus.
  • Intermediate to advanced skills in Microsoft Office.
  • Must be able to work without direct supervision, solve problems, perform under stressful conditions, use internet for research.
  • Manage multiple priorities and adapt to change within a fast-paced business environment.
  • Must have excellent oral, written, interpersonal, math, and computer skills.

This position is not subject to SAFE Act Registration Requirements. Pursuant to the SAFE Act requirements, all applicants for employment who will be engaged in residential loan mortgage originations (as defined by the SAFE Act) must register with the federal registry system and maintain a status in good standing under the SAFE Act requirements.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.

Participant in E-Verify.

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