Customer Service Representative

Customer Care Representative Non-Retail Employee Easthampton, MA, US

Requisition ID: 2132 Salary Range: \$25.00 To \$26.00 Hourly

Compensation For This Position Is Commensurate With Experience. The

posted range is intended to provide a general estimate and does not

guarantee a specific rate of pay. Overview: Responsible for maintaining

in-depth knowledge regarding a wide array of bank products, services,

regulations and data processing to provide support to customers, branch

Personnel And Management For a Multi-bank Holding Company. Primary

Accountabilities / Responsibilities: Performs any functions necessary,

within scope of authority and expertise, to provide the highest level of

service and responsiveness to internal and external customers.

Responsible to answer and route calls to the appropriate

person/department that are received through the main line of the bank.

Responsible for meeting or exceeding customer service standards that are

set forth by the department and/or bank. Requires discretionary

decision-making, interpreting guidelines and bank policies and

determination of fee refunds and reversals. Receive and resolve

questions and problems of routine too more complex in nature. Understand

department and Bank goals; participate in all established initiatives to

meeting or exceeding the goals. Acquire and employ an in-depth knowledge

of Bank products, as well as sales and customer relations? techniques by

telephone, online chat function or email to increase new and expand

existing customer accounts. Receive and resolve questions and problems

of routine too more complex in nature. Employ ownership, proper

telephone etiquette, and strong oral and written communication skills to

service the external and internal customer\'s needs fully. Ensure

adequate follow up is afforded to each customer to foster positive

customer relations and promote repeat and/or expanded business. Receive

and respond to branch and other internal department questions or

requests of routine too more complex in nature. Provide guidance to all

bank employees including management in making decisions in the best

interest of the bank and the customer. When applicable make decisions

with scope of authority and/or process supervisor overrides for own

customers and branch personnel. Maintain a high degree of operational

knowledge of all Bank products and services, deposit account

regulations, transaction procedures and corresponding technology. Obtain

necessary information and complete required paperwork to ensure customer

product needs are transacted completely, such as check orders, research,

change of address, stop payment request, etc. Document all calls in the

call tracking system with appropriate comments to keep management

apprised of call activity. Identify and escalate priority issues to

management. Position Requirements High School diploma. 1-2 years of bank

experience. Knowledge and understanding of the Bank\'s retail products.

Good customer service and organizational skills. Attention to detail and

ability to rotate a wide variety of duties. Able to use various office

equipment, including PC\'s. May be required to work extended hours or

weekend. An Affirmative Action/Equal Opportunity Employer of protected

veterans and individuals with disabilities. Applicants for employment

are considered without regard to race, creed, color, religion, sex,

gender identity, sexual orientation, marital status, genetic

information, national origin, age, disability, status as a veteran,

Vietnam Era Veteran, or being a member of the Reserves or National

Guard. Also, it is unlawful in Massachusetts to require or administer a

lie detector test as a condition of employment or continued employment.

An employer who violates this law shall be subject to criminal penalties

and civil liability.