Customer Care Center Specialist II

Needham Bank • Needham, MA • 6h ago

Job Descriptions:

Job Summary: This position provides customer service and banking solutions, education and information and issue resolution to our Needham Bank customers and communities via the Customer Care Center channel. A Customer Care Center Specialist will advise, advocate and deliver on the service and support needs of our customers. This position will go beyond processing simple account transactions to listen to and identify customer needs to efficiently complete requests, resolve problems and provide information on products and services. Customer Care Center Specialist should anticipate needs and resolve concerns with the goal of exceeding expectations, no matter how large or small the request. All service and support will be in accordance with regulatory compliance guidelines. The Customer Care Center Specialist II will identify the customer's service and banking needs and provide solutions to maintain and establish strong customer relationships.

ESSENTIAL DUTIES & RESPONSIBILITIES

Identify, support and resolve the service needs of customer calling into Needham Bank.

Understand which products/services will work best for our customer throughout the relationship and how to successfully resolve customer requests using available tools and resources.

Listen and understand the customers need and provide solutions for our customers.

Asks and answer questions, listen to what is said and not said to fully understand the need and provide the resolution to the customers' needs the first time.

Provide education to customers on how to conduct simple transactions through self-service technologies that benefit them.

Actively analyze/resolve complex problems through creative solutions.

Provide this support in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner.

Demonstrate understanding of the multiple ways customer's bank using online and mobile technology, branch and contact centers and ability to educate and explain the services and channels so the customer needs will be met through the different channels.

Educate and explain features and benefits of bank products such as deposit, card products, loan servicing and mobile and online banking.

Complete general service request such as changes of address, balance and transaction inquiries, loan inquiries, transfers, and card lost stolen and claims intake.

Resolve complex customer service inquiries and trouble shoot and provide resolution to digital banking issues

Address basic and complex loan inquiries and pay off questions.

Navigate multiple computer applications while interacting with customers.

Utilize all tools and resources available to resolve more complex customer issues.

JOB REQUIREMENTS

Has 2 or more years of customer service experience, including experience handling difficult client situations.

Has a skilled level of proficiency with computers and current technology.

Better prepared if you have (desired skills and qualifications) 1+ year of experience in the banking/financial industry. 1+ year of experience working in a client service call center

Demonstrate ability to trouble shoot and problem solve.

Highly motivated and can handle multiple tasks

Demonstrate and promote high ethical standards and behaviors

Strong customer service and problem-solving skills

Maintain a professional manner at all times

Has demonstrated a commitment to excellent attendance and proven reliability and can work the agreed upon schedule.

Has demonstrated being a dependable team-player attitude with an understanding that calls must be handled immediately.

Communicates effectively and confidently

Has demonstrated the ability to engage with customers - begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections.

Must be comfortable receiving ongoing performance feedback and coaching.

Adaptable and embraces ongoing change and learning new technology/processes.

Perform additional duties as requested, needed or assigned

Fluent in written and verbal English communication skills

Ability to adhere to Needham Bank's Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing)

Required Experience:

EDUCATION & EXPERIENCE

High school diploma or equivalency required

Knowledge of Banking preferred

Prior e-banking experience a plus

PAY RANGE: $22.57 - $29.35/hourly

The pay range provided is based on what we believe is a reasonable estimate for the pay range for this job at the time of posting. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply.

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short- and long-term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn't align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.

Keyword: Call Center

From: Needham Bank

Similar Jobs

Customer Service Associate - Temporary

Walgreens • Lexington, MA • 1h ago

Management & Administrative

1865624BR Title: Customer Service Associate - Temporary Job Description: Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous,...

1h ago

Go to Apply

Customer Service Associate

Walgreens • Lexington, MA • 1h ago

Management & Administrative

1865629BR Title: Customer Service Associate Job Description: Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, frien...

1h ago

Go to Apply

Customer Service Associate

Walgreens • Hudson, MA • 1h ago

Management & Administrative

1865632BR Title: Customer Service Associate Job Description: Models and delivers a distinctive and delightful customer experience. Registers sales on assigned cash register, provides customers with courteous, fair, frien...

1h ago

Go to Apply

Support Services Specialist

Veterans Benefits Administration • Boston, MA • 5h ago

Management & Administrative

Summary The Support Services Specialist serves in the Support Services Division, located in the Veteran Benefits Administration, Boston Regional Office. The incumbent performs facilities management, property management,...

5h ago

Go to Apply

ASSISTANT DIRECTOR OF ADMISSIONS, Office of Admissions

Boston University • Boston, MA • 6h ago

Management & Administrative

ASSISTANT DIRECTOR OF ADMISSIONS, Office of Admissions Job Description ASSISTANT DIRECTOR OF ADMISSIONS, Office of Admissions Category Boston University Medical Campus --> Professional Job Location Boston, MA, United...

6h ago

Go to Apply

Business Development Consultant 4-Corp Plan

Oracle • Boston, MA • 6h ago

Management & Administrative

Job Description The position is centered on originating and closing a number of high-value, multi-year infrastructure engagements that materially impact Oracle's position in the AI ecosystem. You will operate with a high...

6h ago

Go to Apply

Business Development Consultant 4-Corp Plan

Oracle • Boston, MA • 6h ago

Management & Administrative

6h ago

Go to Apply

Aviation Safety Inspector, Boston FSDO, EASD61, (AW-FAASTeam Program Manager)

Federal Aviation Administration • Burlington, MA • 8h ago

Management & Administrative

Summary The incumbent is responsible for justifying and recommending new or amended aviation safety procedures, managing, establishing, implementing, and coordinating the airworthiness portion of the Federal Aviation Adm...

8h ago

Go to Apply

Beauty and Wellness Consultant

Walgreens • East Boston, MA • 8h ago

Management & Administrative

1865937BR Title: Beauty and Wellness Consultant Job Description: Job Objectives Maximizes sales and brand awareness by providing exceptional customer care to all customers in a friendly, efficient, and professional manne...

8h ago

Go to Apply

Security Officer State Building

Allied Universal • Boston, MA • 10h ago

Management & Administrative

Allied Universal®, North America's leading security and facility services company, offers rewarding careers that provide you a sense of purpose. While working in a dynamic, welcoming, and collaborative workplace, you wil...

10h ago

Go to Apply

Subscribe to get new jobs sent directly to you
(no charge, cancel anytime)