Customer Contact Center Specialist

Cambridge, MA 02138

Posted: 12/20/2018 Employment Type: Direct Hire Specialty: Office Services Job Number: 82700

A leading bank in Cambridge, MA is seeking a Customer Contact Center Specialist to join their team. As the Customer Contact Center Specialist, you will be responsible for performing a full range of customer service-oriented telephone and digital communications support activities to ensure customer satisfaction and compliance with Bank policies and procedures. Apply today!

Benefits for the Customer Contact Center Specialist:
  • Health, dental, and vision insurance
  • Fitness benefits
  • 401K
  • Health Care Flexible Spending Account
  • Parking Reimbursement

Responsibilities for the Customer Contact Center Specialist:

Operations
  • Leverage technology to educate customers on the innovative products and the emerging service delivery channels 
  • Exhibit results-oriented behavior, including a willingness to take on any task required to meet or exceed all team goals and objectives
  • Participate in the implementation of emerging technologies, as well as identify and respond to suspicious activity or fraud alerts through various channels
  • Effectively use position authority, knowledge of operating and security procedures, and problem-solving skills to make on-the-spot decisions
  • Perform a variety of transactions for customers and work effectively with other branches and departments as necessary for customer inquiry/challenge resolution
  • Protect customer information and monitor risk by following department security guidelines and procedures

Service & Experience
  • Deliver superior experiences to all customers via phone and multiple digital communication channels
  • Respond to inquiries and process requests regarding, but not limited to, deposit accounts, debit/credit cards, mortgage and consumer loans, etc.
  • Build rapport with diverse personality types, maintaining a professional demeanor and a positive manner
  • Act as a point of contact for multiple internal departments that may request customer outreach and follow-up

Sales
  • Look for business development opportunities
  • Achieve sales, referral, and business development goals, as assigned
  • Discover customer needs through conversations, questions, and reviews of their accounts
  • Quote consumer loan and retail deposit rates
  • Review and verify reports

Requirements for the Customer Contact Center Specialist:
  • High school diploma or GED equivalence
  • Must be able to work a flexible schedule to include evenings and weekends
  • Minimum 1-2 years customer service and sales experience
  • Strong sales and service skills, computer skills, or the recognized ability to develop them
  • Ability to work independently and take accountability for actions, making quick, quality decisions with a strong attention to detail
  • Strong oral and written communication and interpersonal skills with the ability to interact with diverse groups
  • Ability to handle challenging situations in a fast-paced environment
  • Ability to travel to and work at other CSB locations, if necessary
  • Must be eligible to work in the U.S. without sponsorship                     
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