Customer Care Center Specialist

Job Description

Job Description

Being a Country Bank team member has a lot of perks! Our competitive total compensation package and comprehensive benefit package include:

• Medical, dental and vision insurance, a 401(k) Plan with a generous employer contribution plus match;
• Income protection benefits;
• Educational assistance and tuition reimbursement benefits;
• Generous total paid time off, and more!

Country Bank is a growing mutual community bank with locations in Hampden, Hampshire and Worcester counties. We are Made to Make a Difference in the lives of our customers, our communities, and for our team members every day since 1850. It is our people that drive our success and create our inclusive and engaging culture. We’re excited to meet you to discuss our career opportunities and how you can make a difference as a part of our growing Call Center team!

About the Job:

We're excited to announce an opportunity for the position of Customer Care Center Specialist! Under the supervision of the Assistant Vice President, Customer Care Center Manager, this position plays an integral role in ensuring that an exceptional customer experience is achieved in each banking interaction through an efficient first call resolution approach in the Bank's multi-channel call center. The Customer Care Center Specialist enhances customer relationships by providing tailored service to each customer, through active listening and engagement to understand each customer’s financial needs and goals, and developing quality leads to business partners via telephone and email correspondence, while being a primary resource for electronic banking.

The hiring range for this position is $20.00 to $25.00 hourly.

This position is Full Time, 38 hours weekly.

Essential Duties and Responsibilities (Other Duties May be Assigned):

• Effectively communicates with and assists internal and external customers in a professional, positive and composed manner while using effective listening abilities to resolve customer inquiries and requests.
• Identifies and pursues opportunities to build and deepen consumer and business customer relationships by actively listening and engaging the customer to cross-sell products and services and understand their current and future financial needs and priorities. Offers needs-based solutions and educates customers on products, promotions and digital services to assist the customer in reaching their financial goals.
• Utilizes multiple delivery channels to service all banking inquiry types.
• Has extensive knowledge of all eServices products, and is proficient in navigating required electronic product delivery systems.
• Opens various types of new consumer accounts and conducts other basic customer transactions, while demonstrating exceptional knowledge of all Bank products and services.
• Meets all defined growth, referral, sales, service, and campaign goals by identifying customer needs, providing appropriate guidance and perspective about Country Bank solutions, and balancing additional duties while providing coverage of the phone queue.
• Develops creative solutions to troubleshoot non-traditional banking inquiries such as remote banking, debit card compromises, POS declines, and disruptions in the availability of online and mobile platform.
• Other job duties, as assigned.
  

Knowledge and Skills:

It is required that the employee in this position can work independently and as part of a team, with the ability to easily transition between jobs based on Bank and department need. This employee should be able to interpret ideas and facts, while also analyzing and interpreting federal and state laws and/or regulations. Strong customer service and sales skills, as well as strong written communication skills are required in this position. Exceptional verbal and numerical aptitudes are required. Must be able to work in a high-volume setting and must demonstrate an ability to quickly learn and adapt to changing systems, applications, policies and procedures. This position requires intermediate knowledge of the Microsoft Office Suite, including Excel, Outlook, PowerPoint and Word. Working knowledge of the Finastra core platform is preferred.

This position requires intermediate knowledge of the Microsoft Office Suite, including Excel, Outlook, PowerPoint, and Word.

Education and Work Experience:

A High School diploma or equivalent is required, along with a minimum of one year of banking experience. Call Center experience is preferred.

Working Conditions/Physical Requirements: This position is in an office environment, which means the physical surroundings are generally pleasant and comfortable with minimal exposure to injury or other hazards, with a moderate level of noise. Prolonged periods of sitting and looking at a computer screen with freedom of movement on a regular basis is expected. Minimal physical effort is required but could include: repetitive motion of wrists and fingers; talking and hearing; and handling of light materials and supplies.

Country Bank is an Equal Opportunity Employer. Diverse applicants encouraged to apply.