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Call Center Customer Service Specialist

Company: HarborOne Bank
Location: Brockton
Posted on: May 3, 2021

Job Description:

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.

Include the following. Other duties may be assigned.


Utilizing excellent knowledge of bank products and services, service incoming customer calls in an efficient and quality service-oriented manner.


Create, develop, 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 satisfaction.


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 resolution. 


Maintain good 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 Center staff.


Recognize 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. 


Identify 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.


Consistently 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 customers. 


Consistently participate in team events and sales contests.  Consistently help other team members and business partners.  Maintain flexibility with scheduling and being "on-call." 


Consistently meet or exceed sales goals.


Accurately 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 issues. 


Successfully complete additional training modules and apply this knowledge during daily interactions with customers.  Maintain knowledge of Bank wide operational processes and duties.


Maintain a 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 confidentiality standards.


COMPLIANCE: Maintain an excellent understanding of applicable regulations and laws including but not limited to; Bank Secrecy Act; Privacy; and Fair Lending.


Maintain an up to date understanding of bank's policies and procedures as they relate to compliance. 


Complete 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.


Other Skills

Maintain a 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 multi-tasking skills.


Education and/or Experience

High School Diploma or equivalent. Minimum of 3 years of customer service experience in a financial or retail industry and/or contact center environment.


Language Skills

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.


Reasoning Ability

Ability to 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.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Keywords: HarborOne Bank, Brockton , Call Center Customer Service Specialist, Other , Brockton, Massachusetts

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