Customer Support Associate

Peoples Bank • Holyoke, MA • 1d ago

Customer Support Associate Regular Full time Holyoke, MA, US Requisition
ID: 2532 Salary Range: \$23.53 To \$25.64 Hourly Welcome to PeoplesBank!
We are the largest mutually chartered bank in Western Mass and Northern
Connecticut, we are proud to lead the way in green values, sustainable
energy financing, and charitable giving. Our commitment to operating in
the best interest of our customers is matched by our dedication to
fostering an inclusive and engaging work environment. We offer excellent
compensation, workplace flexibility, and a competitive benefits package
to our associates. Our award-winning culture has earned us recognition
as the Best Place to Work and Best Local Bank. Join our team of
dedicated and innovative individuals and be a part of our dynamic,
successful organization. Let\'s make a difference together! Summary: The
Customer Support Associate plays a vital role in delivering a
best-in-class customer experience for PeoplesBank. This position is
responsible for supporting and enhancing service delivery across
multiple customer interaction channels, ensuring timely, accurate, and
seamless resolution of customer inquiries. The Customer Support
Associate leverages strong product knowledge, problem-solving skills,
and a service-oriented mindset to address complex customer needs,
support internal partners, and uphold banking policies, procedures, and
regulatory requirements. This role also contributes to continuous
improvement efforts by identifying service challenges, supporting
quality assurance initiatives, and helping maintain consistency and
accuracy in call center processes and documentation. Essential Duties
and Responsibilities: Monitor and manage the call center ticketing
system to support timely resolution of customer inquiries and strengthen
long-term customer relationships. Build and enhance customer
relationships by actively assessing needs and delivering effective,
solution-based support. Identify, escalate, and support the resolution
of emerging service issues to ensure consistent service delivery and
customer satisfaction. Accurately categorize, track, and manage workload
across multiple service channels in accordance with established
processes. Resolve complex customer inquiries by applying strong product
knowledge, sound judgment, and effective communication skills. Ensure
accuracy, completeness, and consistency of call center documentation and
customer records. Analyze trends, insights, and performance data to
support quality assurance initiatives and ongoing training
opportunities. Serve as a primary point of contact for internal business
partners regarding call center technology, processes, and service
capabilities. Ensure timely, accurate, and consistent communication of
customer and associate data in compliance with Bank standards and
practices. Educate and coach associates on banking policies, procedures,
and applicable regulatory requirements. Approve and authorize
transactions in accordance with assigned authority levels and
established controls. Complete all required compliance, regulatory, and
assigned training within established timeframes. Perform other related
duties as assigned. Education and Experience: High school diploma or
similar certification. 4+ years of banking or call center experience or
an equivalent of education and experience. Skills Required: Excellent
communication skills including active listening Service-oriented and
able to help customers and peers Ability to maintain up to date
knowledge of banking policies Computer/Technical Skills: Proficiency in
MS Office/365 (Word, Outlook, Excel, Teams)

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