Online Banking Specialist; Customer Service Center

Hybrid Online Banking Specialist

Location:

Wakefield, MA

Pay Rate: $24-25/hr

Training: 4-6 weeks of onsite training in Wakefield, MA (Monday-Friday, 8 AM-5 PM)

Hybrid after training: 2-3 days onsite per month.

Schedule after training:
Consistent shifts of 9:30 AM - 6 PM, 10:00 AM - 7:00 PM, or 11:00 AM - 8:00 PM

Saturdays required (9 AM - 3 PM)

Our esteemed client, a trusted and community-driven financial institution throughout New England, is seeking a dedicated and customer‑centric Online Banking Specialist to join their dynamic team. This role is ideal for a service‑oriented professional with a passion for helping others and a proven track record in high‑volume call‑center environments—especially within financial services. As an Online Banking Specialist, you’ll be the voice of the bank’s digital experience, providing empathetic, efficient, and expert support to online banking customers.

You’ll handle a high volume of inquiries with precision and care, ensuring each interaction reflects the bank’s commitment to excellence and community values.

• Deliver exceptional service via phone and email to online banking users with professionalism and warmth
• Resolve 50+ inbound inquiries daily, navigating multiple systems with composure and accuracy
• Respond to internal and external email inquiries with clear, timely, and well‑written communication
• Process new online account setups and maintain existing accounts
• Act as a liaison between customers and third‑party service providers
• Support other areas of the call center as needed

• Minimum 1+ year experience in a high‑volume call center (financial services preferred)
• Proven ability to problem‑solve efficiently while maintaining a high standard of service
• Strong interpersonal and communication skills – able to build rapport quickly and effectively
• Demonstrated ability to learn and retain complex product and system knowledge
• Comfortable with proprietary systems and Excel‑like interfaces; strong computer literacy required
• Spanish bilingual skills are a plus, but not required

• High school diploma or GED required
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Ability to work independently and exercise sound judgment
• Reliable attendance and a sense of urgency in a deadline‑driven environment
• Naturally empathetic and customer‑focused mindset

Contract to Hire position based out of Wakefield, MA.

Pay range: $23.00 - $25.00/hr.

Benefits may include:

• Medical, dental & vision
• Critical illness, accident, and hospital
• 401(k) retirement plan – pre‑tax and Roth post‑tax contributions available
• Life insurance (voluntary life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health spending account (HSA)
• Transportation benefits
• Employee assistance program
• Time off/leave (PTO, vacation or sick leave)

Hybrid position in Wakefield, MA.

This position is anticipated to close on Jun 26, 2026.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance:
Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Massachusetts Lie Detector:
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.