What are the responsibilities and job description for the Senior Customer Service Associate position at Roessel Joy?
I’m working with a growing bank north of Boston that is looking to add a Senior Customer Contact Center Specialist to their team. This is a direct-hire opportunity with a small, close-knit team and a lot of room to grow.
This person will be one of the first points of contact for customers and will support them across phone, video banking, chat, text, email, online banking, and in-person interactions when needed. It’s a good fit for someone who enjoys customer service but also wants a role with variety and the opportunity to take on more.
What you’ll be doing:
- Handle day-to-day customer questions and account maintenance
- Assist with wires, debit disputes, mobile deposits, return mail, and account updates
- Open and process new customer accounts
- Help customers navigate online banking, mobile banking, video banking, and ATMs
- Make outbound calls for customer retention, promotional campaigns, and other bank initiatives
- Identify customer needs and make referrals to lending, financial services, and other departments
- Support the branch when needed, including front desk/customer service coverage
- Help resolve customer issues and escalate more complex concerns when necessary
- Stay up to date on bank products, policies, procedures, and regulatory requirements
- Participate in sales and performance initiatives
- Get involved in community events and volunteer opportunities
- Follow all confidentiality, security, compliance, and cybersecurity procedures
What they’re looking for:
- 3 years of experience in banking or financial services; contact center experience is strongly preferred
- Strong customer service and communication skills
- Comfortable working independently and making decisions
- Tech-savvy and able to navigate multiple systems and communication platforms
- Strong organizational and time management skills
- Someone dependable who can prioritize and adjust as needed
- Comfortable wearing multiple hats in a smaller organization
- Proficiency with Microsoft Office and general computer applications
- Associate’s degree is a plus, but equivalent financial services experience will be considered
Position details:
- Schedule: Monday–Friday, 8:30 AM–5:00 PM
- Hybrid: 3 days onsite / 2 days remote after 90 days
- Parking: On-site
The bank offers great benefits, a tight-knit team, career growth opportunities, and the chance to take on additional responsibilities as the organization continues to grow.
Salary : $30 - $35