Contact Center Representative
Company: Greenfield Savings Bank
Location: Turners Falls
Posted on: May 13, 2022
Job Description:
Summary:The Contact Center Representative is responsible for
providing unparalleled service to customers via electronic
communication channels. This includes but is not limited to:
inbound and outbound phone calls, chat, text, video, social media,
and ITM transactions.This position includes but is not limited to
the following responsibilities:
- Provide unparalleled customer service during each interaction
through a high level of professionalism via any electronic
communication channel utilized by the Bank
- Responsible for thoroughly understanding authentication methods
and ensuring compliance to mitigate risk when communicating with
customers
- Assist the Customer in all areas, including but not limited to:
online & mobile banking, account review & fraud, routine teller
inquiries & transactions, and basic loan inquiries
- Appropriately listens and responds to customer complaints or
concerns with empathy while providing solutions and building
trust
- Troubleshoots and finds the root cause of customer issues with
appropriate tracking and documentation
- Appropriately escalating customer interactions to Team Lead or
Management when required
- Responsible for being compliant and understanding the Bank's
policies, procedures and legal guidelines
- Contribute to a positive team environment
- Assume responsibility for self-improvement
- Advise customers on how Bank products and services are
solutions to their financial needs
- Responsible for personal sales & referral goals as may be
assigned by Manager
- Additional duties as assignedRequirements:
- 1-2 years of experience working in a call center or 1-2 years
of financial services experience
- Great interpersonal and communication (written and oral)
skills
- Organizational, analytical and problem-solving skills with keen
attention to detail
- Sales experience a plus
- High School Diploma or equivalent required. Bachelor's degree
preferredAll GSB Employees are expected to:
- Enthusiastically represent Greenfield Savings Bank within the
community
- Be willing to contribute to the success of the Bank wherever
possible and regardless of rank
- Advocate for and champion the success of GSB customers and
colleaguesGreenfield Savings Bank is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive
environment for all employees.All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender, gender identity and/or
expression, national origin, disability status, protected veteran
status, age, marital status, or any other protected class.
Keywords: Greenfield Savings Bank, Springfield , Contact Center Representative, Other , Turners Falls, Massachusetts
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