PT Switchboard Operator/Customer Care

Bank ESB • Easthampton, MA • 4h ago

Part Time Switchboard Operator/Customer Care Representative Easthampton,
MA, US Requisition ID: 2005 Salary: \$20.00 Hourly Overview: The
Switchboard/Customer Care Representative serves as the first point of
contact for incoming calls to the financial institution\'s main lines,
supporting all three banks under the holding company in a shared
services model. This position provides professional and efficient call
routing, responds to general inquiries, and serves as a backup Customer
Care Representative to assist during peak call volumes, staff shortages,
mergers, or upgrades/special projects. Primary Accountabilities /
Responsibilities: Switchboard Operations Answer and route incoming calls
to the appropriate department, branch, or staff member across all three
banks. Greet callers professionally, following established scripts and
service standards. Maintain knowledge of all bank departments, key
contacts, and branch locations for efficient call transfers. Log and
report call routing trends and any frequent misdirected calls for
process improvement. Customer Care Backup Support Provide timely and
accurate information regarding banking products, services, policies, and
procedures for all banks under the holding company. Assist customers in
navigating online banking systems and mobile apps, including
troubleshooting, and guiding through processes. Address billing
inquiries, account discrepancies, and resolve transactional issues.
Investigate customer issues or concerns, ensuring that all problems are
resolved in a professional, efficient manner. Follow up with customers
to ensure satisfaction and that issues are fully resolved. Handle
inbound and outbound calls, emails, and chats with a high level of
professionalism and empathy. Document all customer interactions,
inquiries, and resolutions accurately, ensuring detailed case tracking.
Maintain a calm and positive attitude in high-pressure situations,
striving to exceed customer expectations. Be familiar with the offerings
and policies of the three banks under the holding company and ensure
accurate guidance is provided across all institutions. Ensure that
customers are aware of relevant promotions, product changes, or
bank-specific benefits that may apply to their accounts. Collaborate
with internal teams, including operations, technical support, and
product departments, to ensure seamless customer experiences. Position
Requirements High school diploma or equivalent required; some college
preferred. 1+ years of customer service or call center experience,
preferably in banking or financial services. Strong communication
skills, with a professional and friendly telephone manner. Ability to
multitask in a fast-paced environment while maintaining attention to
detail. Basic proficiency with Microsoft Office and ability to learn
multiple banking systems. Bilingual skills are preferred Hours 27.5
Monday- Friday: 12pm-5:30pm Two Saturdays a month: 7:45am- 12pm
Qualifications: To perform this job successfully, an individual must be
able to perform each essential duty satisfactorily. The requirements
listed above are representative of the knowledge, skill, and/or ability
required. Any physical demands or work conditions described here are
representative of those that must be met by an employee to successfully
perform the essential functions of this job. Reasonable accommodations
may be made to enable individuals with disabilities to perform the
essential functions.

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