Salary

$16 Per Hour

Job Type

full-time

Posted

6 days ago

Location

Turners Falls, MA

Description

JOB SUMMARY:  

The primary function of a Customer Service Center (CSC) Representative is to provide quality customer service to customers by telephone. The CSC Representative will also use email and written correspondence in order to assist customers. The CSC Representative will research and resolve customer’s requests. Extensive knowledge of the Bank’s services and products is required to ensure information to customers is complete and accurate. The CSC Representative will assist customers via telephone in several functions including: responding to account inquiries, cross-selling and referring new and existing customers to the appropriate Greenfield Savings Bank products, and researching outstanding customer questions. The CSC Representative spends most of their time handling incoming telephone calls and is logged in to the Bank’s Agent Software system for their entire shift. The CSC Representative is expected to report on time for their scheduled shift every day, and be ready to handle calls at the start of their assigned work time. All staff and management will assist with training of new CSC employees and those retail staff assigned to cross train in the CSC. This position reports to the CSC Manager.  

ESSENTIAL FUNCTIONS:  

  • Provide assistance to bank customer which may include:  
    • Processing customer inquiries and answering questions related to deposits, balances, withdrawals, payments and other negotiable sales 
    • Recommending appropriate services and products to customers and/or directing to appropriate person as necessary 
    • Knowledge of electronic banking services including:  
    • Online Banking 
    • Business Online 
    • Mobile Banking 
    • E-statements 
    • Bill payment and PopMoney 
    • Account Create 
    • Researching customer records  
    • Responding to various customer complaints 
    • Correcting mistakes in accounts 
    • Explaining various products and procedures 
    • Responding to inquires regarding the opening of accounts 
    • Process all new accounts opened online  
    • Inputting data in a terminal involving all customer account maintenance  
  • Maintain quality goals as established by the Bank 
  • Perform outgoing sales or service calls as established by the Bank including:  
    • enFact 
    • RDI 
    • Haberfeld new accounts 
    • Compromised Cards  
  • Achieve departmental sales/referral goals 
  • Work to meet and exceed productivity goals such as  
    • Number of calls handled each day 
    • Average call length 
    • Effective use of customers’ time (average work time per call)  
  • Keep abreast of interest rates, requirements for opening the various types of accounts and the government regulations pertaining to deposits and withdrawals 
  • Attend all required regulatory training and internal training  
  • Perform other similar duties as required, or as requested by Supervisor   

POSITION REQUIREMENTS:  

The Customer Service Center Representative is proficient in locating information using Greenfield Savings Bank’s customer information system as well as web-based resources and printed documents. The Representative possesses professional communication ability including active listening and customer service skills, is articulate, speaks English fluently, and uses proper diction and grammar. The Representative is able to enunciate clearly at all times and pace their conversation with that of the person they are speaking to. The Representative is able to maintain a dialog with the customer while simultaneously processing and documenting information.  

  • Possess a High School diploma (or equivalent) 
  • Have one year of GSB Banking or outside Call Center experience 
  • Be proficient with the navigation of a personal computer using a keyboard, mouse, and printer 
  • Have the ability to deal with customers under circumstances that require tact and diplomacy 
  • Have strong oral and written communication skills, organizational skills, and interpersonal skills 
  • Possess extensive knowledge of GSB products and services 
  • Be able to maintain customer confidentiality 
  • Have knowledge of Microsoft office including Word, Excel, and Outlook 
  • Interest in continuing banking education through CFT or similar programs is desirable  

Approximately 36-40 hours per week; includes Saturday. 

Greenfield Savings Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity and/or expression, national origin, disability status, protected veteran status, age, marital status, or any other protected class.