Senior Customer Contact Center Specialist Roessel Joy Stoneham, MA Job Details Full-time $30

•$35 an hour 8 hours ago Qualifications Financial sales Teamwork Customer relationship management Fraud prevention and detection Time management Full Job Description About the Company Our client is a full-service community bank serving residents and businesses across eastern Massachusetts and southern New Hampshire. It has been recognized by the Boston Globe as a Top Place to Work, and it's known for its close-knit culture, commitment to the community and strong benefits. The bank is growing and opening a new branch, and this role is open because of that growth. About the Role The bank is looking for an experienced Senior Customer Contact Center Specialist to join its small, collaborative Contact Center team as the fifth member. Every incoming customer call goes through the Contact Center, so you'll be a key voice of the bank. Beyond phone calls, you'll help customers by email, text and online banking requests. Because it's a smaller team, everyone wears many hats, which leaves plenty of room to take on more responsibility and grow your career. What You'll Do Customer Service and Account Support Answer a high volume of incoming customer calls, emails, texts and online banking requests with professionalism and care Open new accounts and handle account maintenance requests Process wire transfers and help customers with debit card disputes Provide digital and online banking support, including troubleshooting and walking customers through tools and features Resolve customer questions and concerns quickly and accurately, escalating complex issues when needed Relationship Building and Sales Build strong, lasting customer relationships through excellent service Identify customer needs and refer customers to the right bank products, services and team members Make outbound calls and support sales initiatives and promotions Take part in community engagement events and initiatives Compliance and Security Protect customer information with strict confidentiality and strong security practices Verify customer identity and follow fraud prevention procedures Follow all bank policies, procedures and regulatory requirements Keep accurate records of customer interactions and transactions Team Support and Growth Work closely with teammates to keep the Contact Center running smoothly Take on new responsibilities and projects as the team and bank grow Share knowledge and help new team members learn processes and systems What You Bring 3-5+ years of contact center experience in banking or financial services Excellent customer service skills and strong written and verbal communication Hands-on experience with account opening, account maintenance, wires, debit disputes and digital banking Reliable, dependable and committed to a strong work ethic Strong time management, with the ability to pivot and prioritize in a busy environment Tech-savvy and comfortable learning new banking systems Comfortable wearing multiple hats on a smaller team Interested in building a long-term career and growing with the company

Location:

Stoneham, MA (hybrid after 90 days)

Type:

Direct hire

Pay:

$30

•35 per hour, depending on experience

Schedule:

Monday-Friday, 8:30 AM

•5:00 PM, plus one Saturday a month from 9:00 AM

•1:00 PM (with a weekday off that week) #RJADM45

Job Type:

Full-time Pay:

$30.00

•$35.00 per hour

Work Location:

In person