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About the Role

Provides superior customer service by responding to calls from internal and external customers. Serves as the customer service telephone liaison, responding to inquiries, performing research, educating customers, and promoting bank products and services. Identifies and offers solutions to meet customer needs.

Responsibilities

• Responds to incoming calls from internal and external customers, ensuring excellent customer service.
• Responds to general account inquiries, deposit and loan rate requests, and information about products and services.
• Assists with Online Banking and ATM/Debit Card issues, performs PIN resets, Online Banking and e-Statement setup, and check order requests.
• Compiles customer information and files EFT complaints for reports of unauthorized electronic activity.
• Follows through with customer issues and provides ongoing assistance.
• Identifies customer needs and offers new opportunities through cross-selling or referrals.
• Supports bank initiatives and sales campaigns.
• Researches and resolves customer issues, managing difficult situations and ensuring customer satisfaction.
• Identifies and escalates difficult customer situations.
• Prepares customer correspondence as needed.
• Processes all applicable customer account documentation to ensure compliance with Bank policy.
• Stays abreast of products, services, applicable laws, regulations, policies, and procedures.
• Continually advances knowledge to support an omni-channel contact center.
• Provides back up to Sr. Customer Support Specialist to coach and mentor new team members.
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures.

Requirements

• Minimum 1 year banking experience.
• Experience working remotely or in a flexible environment.

Skills

• Proficient with MS Office products (Word & Excel) and the Internet.
• Problem solving ability.

Location

• Yorktown, RI

Work Type

• Non-Exempt

Experience Level

• Minimum 1 year

Education Level

• High School diploma

Salary/Compensations

• $20.00 - $28.90

About the Company

• Beacon Bank is a financial institution.

Equal Opportunity

• Beacon Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
• If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com.