Call Center Representative

About Brookline Bank

Since 1871, Brookline Bank, a division of Beacon Bank & Trust, has built a legacy of consistent financial strength, trust, outstanding banking services, and strong customer relationships. Today, we have 28 branches that deliver an expanding array of valuable banking and financial services geared to helping individuals and businesses manage their finances. As a trusted financial resource to our customers, it's our everyday commitment to do more, deliver more, and exceed expectations.

What is our most valuable asset? Our employees! We pride ourselves on hiring candidates that embrace our Core Four Values: Adaptability, Accountability, Leadership, and Teamwork. In today’s competitive market, we know that you have a choice of employer so our goal is to attract and retain the best talent. We offer competitive pay, opportunities to grow, an authentic and welcoming environment and excellent benefits which include comprehensive medical, dental and vision plans, tuition reimbursement, and a matching 401k.

We are currently looking for a Call Center Representative to join the team in Medford, MA. This position is responsible for assisting customers to enhance their business relationship with the bank by providing courteous, professional and accurate customer service to both prospective and current customers. The ideal candidate should have excellent customer service and communication skills. If you believe you have what it takes and are interested in joining our team then please apply today!

Principal Duties and Responsibilities

• Provide quality customer support.
• Answer customer calls in a timely manner.
• Actively listen and respond to customer needs; provide excellent customer service and satisfaction to ensure customer loyalty.
• Handles a variety of customer issues. Identify complex problems and offer solutions to provide complete resolution to the customer’s satisfaction.
• Drive sales and retention. Cross-sell and use every opportunity to create new or deepen existing customer relationships.
• Ask probing questions that would help uncover customer’s needs and offer the best products or services.
• Acknowledge and report customer complaints to supervisors in a timely manner to ensure customers issues or concerns are being addressed promptly.
• Perform outgoing calls as needed or required.
• Loan servicing and applications. Quote rates on Consumer Loans and provide product information.
• Uncover customer needs with ability to cross sell loan products.
• Handle basic loan inquiries. Licensed with NMLS (Nationwide Mortgage Licensing System) to complete loan applications for customers.
• Possesses Internet and Online Banking knowledge and skills.
• Ability to assist customers with online banking products.
• Troubleshoot online banking and bill pay service calls.
• Set up Business Online Banking enrollments.
• Responds to customer inquiries through online secure messaging and website email channel.
• Knowledge of all applicable laws along with company policies and procedures. Successfully completes all compliance training.

Job Specifications

• Bachelor’s degree preferred or work/experience equivalent.
• Must be customer focused and be able to communicate in a clear and professional manner.
• Problem solving skills.
• Sales oriented.
• Experience in a customer service environment is required.
• Ability to work effectively in a team environment.
• Proficient in using a Windows based PC, Microsoft outlook, excel, word.