Call Center Representative - Franklin

At Rockland Trust, we believe that each relationship matters – and that starts with our Call Center Representatives. We take pride in the care and excellent service provided by our call center staff. We handle it all – from loans to checking accounts, online banking, and more – you will engage customers in all areas of banking, as well as identify any financial needs they may have.

Location: This is an in-office role. Flexible among our offices in Brockton, Franklin, Lowell, and Plymouth.

Shift: 11:00 AM – 8:00 PM, with alternating Saturdays 8:00 AM – 5:00 PM, and one Sunday per month 10:00 AM – 3:00 PM

Pay: $19–$21 per hour

As a Call Center Representative, you will have many opportunities to provide exemplary service to our customers and colleagues, as well as support our communities through outreach and volunteer work. We have a fantastic training program that will prepare and support you throughout your career with ongoing classes. Service incoming customer calls following established policies and procedures in an efficient and quality manner.

RESPONSIBILITIES

• Handle a high volume of inbound and outbound customer calls professionally and courteously.
• Listen to customer needs and provide clear, accurate information and solutions.
• Process transactions correctly and confirm details with callers to ensure mutual understanding.
• Resolve basic issues on the first call and escalate complex matters as needed.
• Accurately document interactions and follow call scripts, quality standards, and company policies.
• Use available resources and communication skills to prevent escalations.
• Identify opportunities to grow customer relationships through referrals.
• Complete all training requirements on time and suggest process improvements to CIC management.
• Serve as a peer coach for new hires when qualified.
• Report system issues promptly and maintain performance metrics (call quality, attendance, productivity).
• Maintain a positive and patient attitude in all situations.
• Perform other duties as assigned by CIC management.

QUALIFICATIONS

• High School diploma required (4-year college degree or equivalent work experience preferred)
• Basic understanding of banking or finance
• Good communication, problem-solving, and organizational/time management skills required
• Prior customer service experience preferred; prior sales experience a plus
• Proficient computer skills, use of Microsoft Office, and ability to navigate multiple systems without assistance

Our goal is to offer our colleagues the most generous benefits package possible. We strive to provide colleagues with a comprehensive benefits package and an environment that supports a healthy work-life balance. Benefits include: Competitive compensation with performance incentive awards, Health Insurance, Dental Insurance, a 401K and DC Plan for your retirement, LTD & Life Insurance, Day Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award-winning Wellness program, and much more!

At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.