This position is
responsible for exceeding customers' service and sales expectations
in an inbound call center environment. Activities include
efficiently managing customer needs and issues assessment, problem
resolution, account maintenance, and identification of and
capitalization on cross-sell and up-sell opportunities. The
position also serves as an escalation point and mentor for less
senior Call Center staff.
following. Other duties may be assigned.
excellent knowledge of bank products and services, service incoming
customer calls in an efficient and quality service-oriented
retain and strengthen long term relationships with customers and
potential customers by providing products and services that meet
their needs. Investigate and resolve a wide variety of issues
by gathering information and providing solutions for customer
Build rapport with
customers, actively listen to customer requests, inquiries and
issues. Assess situations, apply sound judgement and negotiation
skills and work within established policies and procedures to
efficiently resolve customers' needs and issues. Manage more
difficult or complicated situations with customers and provide them
with resolution, information or additional options for diplomatic
working relationship with other business partners and co-workers to
facilitate customer issues.
The position also
serves as an escalation point and mentor for less senior Call
opportunities to promote products and services to meet the
financial needs of our customers. Independently resolve
customer issues. Evaluate and make decisions regarding exceptions
to fees and policies.
cross-sell and up-sell opportunities and capitalize on them to
achieve successful referrals and completed applications. Encourage,
influence use of electronic banking options, including on line
banking, bill pay IVR, etc.
Manage and utilize
time effectively to ensure call group meets expected service levels
for improved customer satisfaction.
participate in sales and service meetings. Provide ideas for
improving methods to service customers. Share knowledge with
other team members of the department. Apply suggested
improvement methods to daily interactions with
participate in team events and sales contests. Consistently
help other team members and business partners. Maintain
flexibility with scheduling and being "on-call."
or exceed sales goals.
complete on-line account transactions, maintenance and service
requests to other areas of the bank. Work closely with other
divisions in gathering information and resolving
complete additional training modules and apply this knowledge
during daily interactions with customers. Maintain knowledge
of Bank wide operational processes and duties.
superior understanding of HarborOne products, services, systems
(internal and customer facing), procedures, policies and
appropriate regulatory issues in relation to deposit/loan and
transaction accounts. Consistently meet monthly performance
goals such as accuracy and quality service standards. Seek
opportunities to grow and change culture.
Perform all duties
professionally and within the bank's quality service and customer
Maintain an excellent understanding of applicable regulations and
laws including but not limited to; Bank Secrecy Act; Privacy; and
Maintain an up to
date understanding of bank's policies and procedures as they relate
appropriate compliance training.
To perform this
job successfully, an individual must be able to perform each
essential duty satisfactorily. The requirements listed below are
representative of the knowledge, skill, and/or ability required.
Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential functions.
The Call Center
Customer Service Specialist is required to register with the
Nationwide Mortgage Licensing System and Registry ("NMLS"), obtain
a unique identifier and annually renew the registration, as defined
by the S.A.F.E. Act requirements.
superior understanding of the bank's products and services; the
systems that support those products and services; as well as
policies, procedures and regulations. Excellent communication
skills and ability to maintain composure when dealing with
challenging customer situations. Open to change, new ideas
and priorities, including electronic applications. Actively
volunteers for new tasks and Caring Crew member. Strong
Diploma or equivalent. Minimum of 3 years of customer service
experience in a financial or retail industry and/or contact center
Ability to read,
analyze, and understand various procedures and governmental
regulations. Ability to write reports, business
correspondence, and procedure manuals. Superior verbal and
written communication skills. High analytical skills and
attention to detail. Maintain a high degree of focus and
ability to minimize distractions to complete daily tasks in a
timely manner. Advanced computer knowledge including Microsoft
Office programs such as Word, Outlook and Excel. Ability to
create an Excel worksheet, filter data, add/delete columns, create
formulas and change design.
independently discern customer needs and recommend the most
appropriate resolution, product or service while working within
established bank policies.
HarborOne Bank is
an equal opportunity employer and all qualified applicants will
receive consideration for employment without regard to race, color,
religion, sex, sexual orientation, gender identity, marital status,
national origin, disability status, protected veteran status, or
any other characteristic protected by law.
accommodations may be made to enable individuals with disabilities
to perform the essential functions.