Solutions Center Representative

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Full Time Customer Service Rep Bay Coast Place, Swansea, MA, US 1 Attachments

Salary Range: $43,816.50 To $55,000.00 Annually

Solutions Center Representative (Full-Time)

Empower Your Career with Bay Coast Bank

Position Overview

The Solutions Center Representative serves as the first point of contact for customers contacting Bay Coast Bank through telephone, email, and other electronic communication channels. This role combines exceptional customer service, relationship development, problem resolution, and banking operations to provide customers with convenient, accurate, and personalized support.

Working collaboratively within the Solutions Center, you will assist customers with account servicing, electronic banking support, transaction processing, and financial solutions while identifying opportunities to connect customers with products and services that support their financial goals.

Key Responsibilities

Customer Experience & Service

• Deliver professional, friendly, and efficient service through telephone and electronic communications.
• Serve as the first point of contact for customer inquiries and service requests.
• Resolve customer issues utilizing strong problem-solving and communication skills.
• Adhere to Customer Centric service standards and exceed customer expectations.
• Protect customer information by following authentication and security procedures.
• Provide accurate information regarding Bay Coast Bank products, services, and digital banking solutions.
• Respond to customer inquiries regarding accounts, transactions, fees, payments, and electronic banking services.

Business Growth Initiatives & Relationship Building

• Evaluate customer needs through consultative conversations and recommend appropriate banking products and services.
• Generate referrals to Bay Coast Bank departments and affiliated business partners, including Bay Coast Insurance, Bay Coast Mortgage Company, Plimoth Investment Advisors, Priority Funding, and Teamwork Funding.
• Utilize Salesforce to document customer interactions, referrals, and opportunities.
• Participate in sales campaigns, customer outreach initiatives, and relationship development activities.
• Support the Bank's commitment to providing exceptional service and solutions for our community.

Banking Operations

• Process customer transactions accurately and efficiently.
• Assist customers with online banking, bill pay, debit card services, travel notifications, Apple Pay, Google Pay, and account maintenance requests.
• Handle stop payments, address changes, and service charge reviews.
• Assist with debit card disputes, fraud claims, and related documentation.
• Troubleshoot technical issues involving digital banking platforms.
• Research and resolve customer inquiries requiring additional investigation.
• Maintain accurate records and documentation while complying with all Bank policies and regulatory requirements.
• Demonstrate knowledge of retail banking, loan operations, deposit operations, and electronic banking services.
• Participate in required training programs, meetings, campaigns, and contests.
• Collaborate with team members to ensure exceptional customer service and operational efficiency.
• Respond promptly to internal inquiries and requests.
• Support a positive team environment while promoting Bay Coast Bank's mission and values.
• Perform additional duties as assigned.

Qualifications

• High School Diploma or equivalent required.
• 1-2 years of banking, customer service, call center, or related experience preferred.
• Strong verbal and written communication skills.
• Excellent interpersonal and relationship-building abilities.
• Str…