Job Type Full-time Description SUMMARY: The Contact Center Representative accurately responds to routine account inquiries and completes account maintenance tasks such as balance inquiries, deposits, withdrawals, transfers, loan payments, address changes, and account closings. The Contact Center Representative also assists customers with troubleshooting and technical assistance. This role consistently creates customer awareness of bank products and services, identifies referral/sales opportunities, and successfully refers customers to appropriate individuals when necessary. All this support is provided through a variety of channels, including email, text, chat, and telephone. The average daily call volume is approximately 50-60 calls. ESSENTIAL DUTIES AND RESPONSIBILITIES
- Serve as the Bank's first line of quality customer service for all internal and external calls.
- Maintain a thorough knowledge of Bank products and services and be able to provide service on all Bank products, services, and procedures.
- Resolve customer issues, conduct account inquiries, and answer questions about bank products via phone, chat, email, fax, and regular mail professionally and courteously.
- Provide quality service and support as well as process requests in a variety of areas including, but not limited to consumer and business deposit accounts, consumer, and business loan account inquiries, online and mobile banking, and stop payments.
- Assist customers with debit card disputes, card maintenance, and research requests.
- Provide quality service and support in processing requests in a variety of areas including, but not limited to, consumer and business deposit accounts, consumer, and business loan account inquiries, online and mobile banking, and stop payments.
- Direct and assist customers with online account opening.
- Troubleshoot various technical issues with online and mobile account issues. (i.e., issues with firewalls and cookies, smartphone account access).
- Process customer inquiries, answer deposits, withdrawals, payments, and questions, and research as needed.
- Assist customers with electronic banking issues, reset passwords, and attempt to resolve issues.
- Complete maintenance and research request forms and disclose appropriate fees to customers for research requests.
- Responsible for monitoring check orders held for customers, keeping an accurate inventory, and tracking records to support delivery and disposition of the orders.
- Perform a variety of maintenance on deposit accounts; perform all necessary steps to complete change accurately, submit maintenance offsets for review, and maintain an acceptable error ratio.
- Achieve monthly referral goals.
- Exhibit ability and desire to embrace and enhance the Dedham Savings culture.
- Adhere to the Bank's privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
SECONDARY RESPONSIBILITIES None SUPERVISORY RESPONSIBILITIES None Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client. Requirements QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE
- High school diploma or GED.
- Three or more years of call center and banking experience and/or training; or equivalent combination of education and experience.
- Proficient in locating information using online computer reference systems, Web-based applications, and printed documents.
- Be able to maintain a dialog with the customer while simultaneously processing information and documenting customer responses using a computerized scripting, account management, and reference system.
- Web navigation skills and experience.
- Able to handle confidential information.
LANGUAGE SKILLS Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages. REASONING ABILITY Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables. Must be able to analyze and convert raw data into cohesive, presentable data to be shared with multiple sources upon request. PHYSICAL DEMANDS The physical demands 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 to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle or feel, reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must regularly lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, peripheral vision, and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. KEY POINTS For those seeking to deliver the latest financial solutions rooted in trustworthy, high-quality service, Charlesbridge, a mutual bank holding company, provides operational support, resources, legacy, and innovative thinking to financial institutions so they can deliver a suite of flexible, personalized solutions designed to meet the evolving needs of our clients and our communities. Our local roots, dedication to the communities we serve, loyalty to our people, and commitment to excellence ensure that we remain a trusted partner in an ever-evolving financial journey, today and tomorrow. While our employees are committed to helping our clients, we are committed to our employees. To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance, and many other benefits. Charlesbridge is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws. Here at Charlesbridge, we strive to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Banks and the communities we support. EOE/F/M/Vet/Disabled Salary Description $22.00 - $25.00 per hour