Contact Center Representative

Company: Greenfield Savings Bank
Location: Turners Falls
Posted on: January 27, 2023

Job Description:

Position Title: Contact Center Representative
Reports to: Contact Center Manager & Officer
Location: Turners Falls (This is currently not a remote position)

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 assigned

Requirements:

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
Be able to maintain customer confidentiality
Have knowledge of Microsoft office including Word, Excel, and Outlook
High School Diploma or equivalent required. Bachelor's degree preferred

All 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 colleagues


Greenfield 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