Contact call center representative

We are looking for a customer-focused Contact Call Center Representative (5+ years of experience could be more lead or supervisor level) to support clients and internal branch teams. In this role, you will handle a mix of inbound and outbound communications, resolve account-related concerns, and deliver knowledgeable guidance on consumer banking products and services. The ideal candidate brings strong judgment, clear communication, and the ability to stay organized in a high-volume environment while maintaining service quality and customer satisfaction.

Responsibilities:

• Manage incoming and outgoing customer calls while delivering detail-oriented service that supports satisfaction, retention, and sales goals.
• Provide day-to-day assistance to branch employees through the branch support line, including help with system navigation, procedural questions, online banking resources, and approval follow-up.
• Investigate customer concerns thoroughly and take timely action to resolve issues, escalating complex matters when appropriate.
• Maintain up-to-date knowledge of deposit accounts, transaction services, internal procedures, and applicable regulatory guidelines to ensure accurate support.
• Identify opportunities to recommend relevant consumer banking products and services based on customer needs and current promotional initiatives.
• Meet established performance expectations for quality assurance, service levels, accuracy, and cross-selling results in a fast-paced call center setting.
• Support additional service operations by providing teller or switchboard coverage when business needs require it.
• Use active listening and thoughtful questioning to understand customer concerns, address objections, and guide conversations toward effective solutions.

For immediate consideration, Please call me directly 508-205-2127 Eric Lebow