Customer Support Specialist – Worcester, MA

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Division: Retail Banking

Department: Customer Support Center

Reports to: Customer Support Manager

Status: Non-Exempt

Grade: 6

Pay Range: $19.00 – $31.86

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Hybrid – Worcester, MA – 386 Main St

Purpose/Objective:

Provides superior customer service and demonstrates desire to help responding to calls from both internal and external customers. Serves as the customer service telephone liaison for Berkshire Bank. Responds to inquiries, performs research to resolve issues, educates customers, and promotes Berkshire Bank’s products and services. Identifies and offers new opportunities and solutions to meet customer’s needs.

Key Accountabilities:

• Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues. Performs PIN resets, Online Banking and e-Statement set up and check order requests. Compiles information from customer and files EFT complaints for reports of unauthorized electronic activity on accounts. Follows through with all customer issues and provides ongoing assistance as needed. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationships. Supports and participates in bank initiatives and sales campaigns. 45%
• Researches and resolves customer issues; manages difficult situations. Follows up on all resolutions to ensure customer satisfaction. Identifies and escalates difficult customer situations to the appropriate party. Prepares customer correspondence as needed. 20%
• Processes all applicable customer account documentation to ensure compliance with Bank policy. 10%
• Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures. Continually advances level of knowledge to ensure the development of a full-service, omni-channel contact center which may include account opening, loan applications, loan payments, live chat, and various other customer service requests. 10%
• Provides back up Sr. Customer Support Specialist to help coach and mentor new team members as needed. 5%
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties. 10%

education:

• High School diploma

Experience:

• Minimum 1 year banking experience
• Experience working remotely or in a flexible environment.

Skills & Knowledge:

• Proficient with MS Office products (Word & Excel) and the Internet
• Problem solving ability
• Excellent customer service skills
• Ability to work in team environment
• Ability to multi-task

Berkshire Bank is an Equal Opportunity Employer – all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.