Online Banking Specialist

Overview

We are seeking a customer-focused and professional Customer Service Representative to support Online Banking users. This role requires strong communication skills, problem-solving ability, and a commitment to delivering an outstanding customer experience via phone and email.

Required:

4 weekdays + Saturday (every week, 9:00 AM - 3:00 PM)

• Assigned shift options: 9:30 AM - 6:30 PM, 10:00 AM - 7:00 PM, 11:00 AM - 8:00 PM
• Some flexibility may be available after training

• Deliver exceptional customer service to online banking users via phone and email
• Accurately address and resolve customer questions, concerns, and technical issues
• Support inbound call volume within the Customer Service Center
• Respond to internal and external inquiries with strong written communication skills
• Act as a liaison between customers and third‑party service providers
• Process new online banking enrollments and maintain existing accounts
• Assist with additional call center functions as needed

• 3+ years of customer service experience in a professional call center or high‑volume phone environment
• Strong verbal and written communication skills (email communication is critical)
• Proven ability to troubleshoot basic technical issues and guide customers to solutions
• Highly organized with strong multitasking and problem‑solving skills
• Detail‑oriented with a strong sense of urgency and professionalism
• Ability to work independently and make sound decisions
• Quick learner in a fast‑paced, evolving environment
• Reliable attendance and strong work ethic
• Comfortable navigating multiple systems (10+ daily)

This is a Contract to Hire position based out of Wakefield, MA.

The pay range for this position is $23.00 - $25.00/hr.

Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:

• 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)

This is a hybrid position in Wakefield, MA.

This position is anticipated to close on Jul 9, 2026.

The company is an equal opportunity employer and will consider all applications without regard 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:
For all positions located in the city and county of San Francisco, we will consider 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.

Use of Artificial Intelligence (AI):
We may use AI in the hiring process. AI helps assess applications and qualifications, but final decisions are made by our hiring team.