Job Description

Job Description

Job Description

SPANISH speaking strongly preferred
28 Hours per week
Monday-Friday 8AM-7PM
Saturday 8AM-1PM

Position: Contact Center Representative
Job Type: Part Time
Location: Taunton, MA
Department: Retail
Reports To: Contact Center Supervisor

ABOUT US:
Bristol County Savings Bank, founded in 1846, is a full-service financial institution offering commercial lending, personal and business banking, and mortgage services. The Bank’s Financial Advisory Services division has successfully assisted businesses, individuals and non-profits with the management of their assets since 1989. The Bank’s steady growth and expansion has resulted in $3.1 billion in assets and just over 400 employees in southeastern Massachusetts and Rhode Island. The key words at Bristol County Savings Bank are: "Commitment, Stability, and Community, “values that are combined with state-of-the-art technology to meet the needs of its customers. A dedicated local community bank for over 175 years, Bristol County Savings Bank is actively involved in giving back to all the communities it serves both through financial support and the volunteerism of its people.

OVERVIEW:
The Contact Center Representative is primarily responsible to provide customer service via telephone, email and Chat. Substantial knowledge of Bank products, policy and procedures is critical to ensure that information communicated to the customer is accurate and complete. The Contact Center Representative spends most of their time handling incoming telephone calls and interactive via Chat and is logged in to the Bank’s Call Center system for their entire shift.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

1. Efficiently and courteously, handle questions and product inquiries from callers serving as first tier support via telephone, chat, fax and email for external callers regarding their loans, deposits and/or any access devices (e.g. online banking and debit cards).
2. Meet call/chat quality standards as defined by the Bank ensuring customer authentication when providing confidential information.
3. Retains ownership of customer issues to satisfactory completion and knows to escalate when appropriate.
4. Performs monetary and non-monetary maintenance on deposit and loan accounts as well as access devices ensuring compliance with bank policy, procedure and regulatory requirements.
5. Accountable for knowing all bank products and services to assist in the servicing and deepening of customer relationships; recommend appropriate products and services.
6. Responsible for preparing, completing and imaging to cold storage customer documents that evidence maintenance and/or customer requests.
7. Research and resolve customer issues when presented ensuring follow up with customer.

OTHER ACCOUNTABILITIES / RESPONSIBILITIES ( Supporting Role)

1. Complete all required regulatory training and other internal training as provided.
2. Process incoming customer requests via mail in a timely manner and in adherence to policy and procedure.

POSITION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• High School Diploma or equivalent
• Strong telephone techniques, writing skills, communication and customer service skills.
• Understanding of the Bank’s products and services.
• Attention to detail and well-organized.
• Reliable and professional.
• Must have a positive attitude and the ability to work in a changing business environment.
• Willingness and ability to learn new technology
• Ability to research and resolve problems

WORK ENVIRONMENT:
Work environment consists of typical office conditions with moderate noise level. Maintains a schedule consisting of in office and remote work (Remote work mirrors company-wide requirement and is subject to change).

PHYSICAL QUALIFICATIONS:
Candidate must have the physical ability to sit, stand, walk, talk and hear. Must be able to lift up to 10 pounds. Must have the ability to adjust focus.

INDEPENDENT ACTION:
Performs work independently within scope of established guidelines and practices. Consults with supervisor when clarification or exception may be required.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities.

EEO STATEMENT:
Bristol County Savings Bank is an Equal Opportunity Employer and is committed to a diverse workforce. The Bank considers applicants for employment without regard to race, color, sex, sexual orientation, national origin, age, genetic information, veteran status, disability or membership in any other protected class as defined by law.

FULL-TIME BENEFITS:
401(k)
Employee Pension
Paid Time Off (PTO)
Parental Leave
Tuition Reimbursement

Begins first of the month following date of hire:
Medical, Dental, Vision
Critical Illness Insurance
Disability insurance including LIFE, Long-term disability
Employee Assistance Program
Flexible Spending Account
Dependent Care Account
Health Savings Account

VISIT OUR WEBSITE :
LINKEDIN: -county-savings-bank/

Job Tags

Full time, Part time, Local area, Flexible hours, Shift work, Saturday, Monday to Friday,

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