Contact Center Representative

Description

Here at North Easton Savings Bank, we exist to invest our time and resources locally and to improve the quality of living, working and raising a family in each of the communities we serve. 

As a Contact Center Representative, you’ll be an important part of how NESB supports customers beyond the branch. Serving as a knowledgeable and friendly resource, you’ll assist customers with their banking needs through phone, email, and other digital channels. Leveraging your strong communication and problem-solving skills, you’ll provide accurate information, resolve issues, and recommend banking solutions that help customers reach their financial goals. 

In this role, you’ll support customers while helping the Contact Center meet service and sales goals. A typical day may include:

• →Answering incoming calls and electronic inquiries from customers seeking assistance with accounts, products, and services.
   
• →Greeting customers professionally and identifying their needs while providing exceptional service.
   
• →Processing account-related requests including deposits, withdrawals, payments, and general account inquiries.
   
• →Recommending relevant banking products and services based on customer needs and referring customers to specialists when appropriate.
   
• →Following up with customers through outbound calls to assist with service requests or welcome them to new products and services.
   
• →Meeting or exceeding service, productivity, and referral goals established by the bank.
   
• →Navigating internal systems and online resources to efficiently assist customers and document interactions.
   
• →Handling customer concerns with professionalism, empathy, and effective problem-solving.
   
• →Maintaining compliance with all bank policies, procedures, security standards, and regulatory requirements.
   
• →Participating in required regulatory and internal training programs.
   
• →Supporting the overall success of the Contact Center team.

• A high school diploma or equivalent.
   
• One to two (1–2) years of banking, contact center, or customer-facing service experience preferred.
   
• Exceptional customer service skills with the ability to build rapport quickly.
   
• Strong verbal and written communication skills with clear, professional phone etiquette.
   
• Comfort working with computers, including data entry and web-based applications.
   
• The ability to navigate multiple systems while maintaining engaging customer conversations.
   
• Strong attention to detail and a commitment to protecting confidential information.
   
• A collaborative mindset with a focus on achieving service, quality, and sales goals.

The pay range for this position is based on the lowest to highest salary we in good faith believe to pay for this position at the time of this posting. We may ultimately pay more than the posted range and the range may be modified in the future. An individual’s pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, sales or revenue-based metrics, business or organizational needs, affordability and market pay.  

This position is an office-based position in terms of physical demand. Employees are expected to be able to operate their fingers and hands to perform functions such as typing, writing, and filing. Employees must also be able to move throughout the office with ease while also being able to sit for extended periods of time. Employees must be able to see and hear in an office setting that does include much noise going on around one’s workspace. While this job is mainly clerical, there are instances in which employees must be able to transport up to 20 pounds.

This job operates in a bank branch office. It is a professional environment.

The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties (both related and unrelated to the above) may be assigned and are therefore required.