Senior Customer Service Representative Roessel Joy Stoneham, MA Job Details Full-time $27 - $31 an hour 1 hour ago Qualifications Live chat Microsoft Excel Attention to detail Adaptability Associate's degree Technical Proficiency Full Job Description A well-established financial institution is seeking a Senior Customer Contact Center Specialist to join its customer service team. This is a great opportunity for someone with banking or financial services experience who enjoys helping customers, solving problems, and working across multiple communication channels. The Senior Customer Contact Center Specialist will serve as a key point of contact for customers, providing support by phone, video banking, chat, text, email, online banking, and in person as needed. The ideal candidate is knowledgeable, professional, tech-savvy, and comfortable working independently in a fast-paced environment.
Key Responsibilities:
Provide exceptional customer service across phone, video, chat, text, email, and in-person channels Resolve customer questions and complete account maintenance, including wires, debit card disputes, mobile deposits, and return mail Open and process new customer accounts and identify appropriate products and services based on customer needs Educate customers on online banking, mobile banking, ATMs, and other digital banking tools Serve as backup support for a local branch, including front desk and customer service responsibilities Refer customers to appropriate lending, financial services, and other internal departments Conduct outbound calls related to customer retention, promotional campaigns, and operational initiatives Maintain accurate records and follow all security, confidentiality, compliance, and internal control procedures Stay current on banking products, policies, procedures, and regulatory requirements Address and escalate customer complaints, policy concerns, and unresolved issues appropriately Participate in department goals, sales initiatives, training, meetings, and community engagement activities Support a professional, positive, and customer-focused environment
Qualifications:
Associate's degree or at least 3 years of experience in a financial services environment Strong customer service and communication skills Banking or financial services experience with knowledge of banking products, policies, and procedures Ability to make sound decisions and work independently Comfortable navigating multiple technology and communication platforms Strong computer skills, including Microsoft Word, Excel, PowerPoint, and internet applications Strong attention to detail and ability to maintain confidentiality Ability to adapt to changing priorities and business needs Professional, personable, and customer-focused approach
Schedule & Environment:
Full-time position Primarily customer contact center environment with occasional branch support Saturday coverage may be required Training and meetings may occasionally take place outside of regular business hours General office/bank environment If you have banking, financial services, or customer contact center experience and are looking for an opportunity to grow with an established organization, we'd love to hear from you. #RJADM45
