Customer Service Representative

Overview

Customer Care Representative Non-Retail Employee Easthampton, MA, US

Requisition  Salary Range: $25.00 To $26.00 Hourly

Compensation For This Position Is Commensurate With Experience. The posted range is intended to provide a general estimate and does not guarantee a specific rate of pay.

Overview:
Responsible for maintaining in-depth knowledge regarding a wide array of bank products, services, regulations and data processing to provide support to customers, branch personnel and management for a multi-bank holding company.

• Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal and external customers.
• Answer and route calls to the appropriate person/department that are received through the main line of the bank.
• Meet or exceed customer service standards set forth by the department and/or bank. Requires discretionary decision-making, interpreting guidelines and bank policies and determination of fee refunds and reversals.
• Receive and resolve questions and problems of routine to more complex in nature. Understand department and Bank goals; participate in all established initiatives to meet or exceed the goals.
• Acquire and employ an in-depth knowledge of Bank products, as well as sales and customer relations techniques by telephone, online chat function or email to increase new and expand existing customer accounts.
• Provide guidance to all bank employees including management in making decisions in the best interest of the bank and the customer. When applicable make decisions with scope of authority and/or process supervisor overrides for own customers and branch personnel.
• Maintain a high degree of operational knowledge of all Bank products and services, deposit account regulations, transaction procedures and corresponding technology.
• Obtain necessary information and complete required paperwork to ensure customer product needs are transacted completely, such as check orders, research, change of address, stop payment requests, etc.
• Document all calls in the call tracking system with appropriate comments to keep management apprised of call activity. Identify and escalate priority issues to management.

• High School diploma. 1-2 years of bank experience.
• Knowledge and understanding of the Bank's retail products.
• Good customer service and organizational skills. Attention to detail and ability to rotate a wide variety of duties.
• Able to use various office equipment, including PCs.
• May be required to work extended hours or weekend.
• Affirmative Action/Equal Opportunity Employer of protected veterans and individuals with disabilities.
• Applicants for employment are considered without regard to race, creed, color, religion, sex, gender identity, sexual orientation, marital status, genetic information, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard.

Also, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.