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