Customer Care Center Representative

Join Mascoma Bank as a Customer Care Center Representative and help us improve our clients' financial being! At Mascoma Bank, we aim to provide exceptional customer service while enhancing the lives of our customers and communities.

The Customer Care Center Representative ensures that customer's banking needs are handled in a friendly, accurate and timely manner, utilizing a variety of services and tools available. The Customer Care Center Representative is the bank's telephone ambassador, creating a positive experience that directly contributes to customer satisfaction and loyalty. Provides a variety of customer service tasks. Utilizes knowledge based upon experience when interpreting policies and procedures, and making exceptions as required.

• Professionally handles a large volume of inbound and occasional outbound telephone calls.
• Handle customer account transactions with accuracy and a sense of urgency.
• Must be able to articulate a customer's perspective and act on available information.
• Must be able to work independently as well as in a team environment.
• Must possess a high degree of tact, diplomacy, confidentiality, and professionalism when dealing with all types of customers.
• Work collaboratively with all internal customers to resolve customer inquiries are handled in a timely and efficient manner.
• Cover a wide variety of account maintenance responsibilities; including but not limited to speaking directly with customers to promote products and services to meet their needs and simplify their banking.
• Work within the bank guidelines and goals to meet goals by:
• Interpreting and explaining customer options while considering policies and programs.
• Ensuring that approved operating policies and procedures are implemented and maintained while servicing the customer.
• Continually identifying recommendations for improvements while using operating methods and procedures.
• Providing customers with information and assistance; responding to a variety of customer questions or complaints.
• Through excellent communication skills strives to meet established high customer satisfaction goals.
• Endorses and participates in the Bank's program including:
  Stakeholders and Situational Leadership.
• Adheres to Sales and Service Standards and the Banks Purpose and Values.
• Makes referrals to Business partners to meet the customer needs.
• Represents the Bank in the community and promotes and develops additional business by:
• Contacts existing customers to determine their satisfaction. Responsible for making monthly calls to branch customers (when possible)
• Ensures that a continuous effort is made to keep customers and the public informed about banking services.
• Adheres to and upholds all written policies and procedures of Mascoma Bank, including BSA/CIP and OFAC monitoring and reporting, security, operation, and personnel policies.
• This job description provides a general overview of the role and is not intended to provide a comprehensive list of all duties and responsibilities.

Work Location: This position can be performed in our office in Claremont, NH, or our Operations Center in White River Junction, VT.

• Two (2) to three (3) years of branch experience as a personal banker preferred.
• Knowledge of computers/strong typing skills.
• Strong written and verbal communication skills and proficiency in problem-solving.
• Great, positive attitude and likes to work with people on a team.?
• Flexibility in job schedules.
• Good interpersonal communication.
• Professional appearance; casual dress is allowed as this is not a customer facing position; grooming and hygiene consistent with Mascoma Bank appearance policy
• Excellent problem-solving skills required.
• Excellent oral and written communication skills required.
• Ability to maintain confidentiality and privacy of customer information.

If you are interested in the role and do not meet 100% of the requirements, we are still interested in hearing from you!

• Strong culture of belonging with a team that values creativity, new perspectives and innovation.
• Community first minded. We care about our employees and the communities we serve.
• Competitive compensation.
• Flexible work environment…