Contact Center Specialist Trainee

Overview

It is the responsibility of the Contact Center Specialist Trainee to represent Middlesex Savings Bank to the public and to their colleagues, and to promote the Bank's core values and mission. This position provides the training needed to acquire and develop the skills necessary to function successfully in the role of a Contact Center Specialist I. The training period will include a focus on both technical skills, such as proper phone call basics, processing of transactions and servicing of accounts, and on advisory skills, such as uncovering customer needs and providing information on products that meet those needs. During the training period, trainees will promote strong customer relationships as follows: conduct a wide array of customer transactions, assist customers with questions and problem resolution, and recommend products and services as appropriate.

This is a Hybrid position located in Massachusetts. Training will be on site in Medway, MA.

Responsibilities

• Effectively communicates and assists both internal and external customers in a professional manner, identify their needs, providing information, and resolving issues via telephone and electronic means.
• Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read ones tone of voice.
• Performs a variety of transactions for customers, including research requests, transacting loan payments, transfers from accounts within the customers profile and account maintenance requests.
• Identify, support and resolve the service needs of both internal and external customers in a fast-paced environment that requires accuracy, multi-tasking and effective listening and communication skills.
• Builds a positive rapport with a diversity of personality types, maintaining a professional attitude and a positive manner.
• Must possess the ability to handle customer interactions.
• Navigate multiple computer applications while interacting with customers.
• Understand which products/services will work best to successfully meet customer needs.
• Demonstrate an understanding of the multiple ways customers’ bank using online and mobile technology and Branch Offices. Explain the services and various channels.
• Identify and report fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and steps to take to protect customers and the bank.
• Provide online banking assistance with password resets, secure access codes, bill pay and stop payment requests.
• Provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, suspected fraudulent transactions and new card orders.
• Assist with loan applications. Address basic and complex loan inquiries.
• Meets expectations for all call center related statistics, including but not limited to measurement of calls handled, not ready time and wrap-up codes.
• Complete all training requirements on time.
• Identify process improvement ideas with the management team.
• Protects customer information by following department security guidelines and procedures.
• Complies with all applicable regulatory and department practices and procedures.
• Represents the Bank through active participation in community and industry organizations and events and promotes the business interest of the Bank. Refers sales opportunities to other departments or Bank affiliates in support of established objectives.

Requirements

Education

• High School Diploma or its equivalent is required

Work Experience

• Some customer service experience preferred, call center experience is not required is

Additional Requirements

• Must possess at least intermediate technology, fluency in Windows Operating Systems and Microsoft Office tools.
• Strong computer skills including familiarity with multiple browsers, multiple tabs and multiple window navigation required.
• Must be self-motivated and work well in a team environment. Requires a high energy level and strong sense of urgency, excellent communication, customer service, telephone etiquette and grammar.
• Must be able to respond to high volume telephone inquiries, work extended hours, weekends and some holidays.
• Must be able to sit for extended periods of time. Bilingual candidates are highly encouraged to apply.

Expected Pay Range

The expected annual pay range for this role is $36,010 to $46,219. This pay range is the annual salary we in good faith expect to pay for this role at the time of posting. Actual compensation paid may fluctuate higher or lower than the posted range and the range may be modified in the future due to several factors including, but not limited to, relevant experience, certifications, and qualifications, internal equity, adjustments to the requirements and responsibilities of the job, business needs, and economic and market data.

EEO Statement

Middlesex Savings Bank is an Equal Opportunity Employer/protected Veterans/Individuals with Disabilities