Contact Center Specialist

SUMMARY/OBJECTIVE:
The Contact Center Specialist I is responsible for utilizing their advanced knowledge and technical skills to resolve inquiries effectively and efficiently, relative to the Bank’s products and services.

ESSENTIAL FUNCTIONS:
•Responds to inquiries and requests from external, internal, and potential customers
•Guides online users through the Banks consumer and business electronic banking services, including but not limited to, mobile banking, RDC, bill-pay, and external transfers
•Research and resolve issues related to the Bank’s products and services
•Troubleshoot customers’ ability to perform online and mobile banking functions
•Provide assistance with password resets
•Stay current with information systems and training
•Processes account maintenance requests and other data entry functions
•Performs other deposit related functions as may be required
•Promotes and sells new products to existing and/or potential customers thorough a relationship-based approach
•Assists customers opening on-line accounts while detecting and preventing fraud

JOB QUALIFICATIONS:
•1-2 years’ experience in Banking Customer Service, Deposit Operations, Contact Center and/or Retail Banking
•Comprehensive knowledge of the Banks deposit and services. Knowledge of loan products and credit card products
•Comprehensive knowledge of the Bank’s electronic services, including but not limited to, consumer and business electronic banking, mobile banking, bill-pay, external transfers, people pay, debit cards, and wire transfers
•Practical knowledge of Cash Management services, including but not limited to, ACH origination, DESA, Lockbox, Remote Deposit Capture, and merchant services
•Working knowledge of Bank policies and procedures including those governed by Federal or State Regulations
•Experience/Knowledge of the following is preferred: MS Office applications, e-Manager, eVision, Customer Service Tool, Mobile Banking Admin Tool, Harland Clarke Checking Ordering, Vision Content, Sendpoint Dashboard, FIS IBS Insight, Business Service Tool, RSA, CMSe for Debit and ATM Cards, Data Navigator, Lockbox Central, Xpress Deposit, FXD, and Salesforce CRM
The hourly rate range for the Contact Center Specialist is $28.85 - $31.25 per hour.

About Northern Bank & Trust Company

Northern Bank is a full-service bank dedicated to providing practical, common sense financial solutions to help our customers live their lives and grow their businesses. From deposit products to loans to payment and collections services, we work hands-on with our entrepreneurial customers, both locally and across the country, to provide the financial support they need to realize their personal and business goals. Founded in 1960, Northern Bank has assets of over $3 billion with 12 locations serving communities throughout Middlesex County. Northern Bank is a Member of the FDIC, and an Equal Housing Lender. For more information on online banking services, please visit or follow Northern Bank on Facebook (/NorthernBankM A/), Twitter (@northernbankma), Instagram (@northernbankma) and LinkedIn (company/northern-bank-ma/).