Call Center Customer Service Representative - Temporary Position ($22-$26 hourly)
Company: HarborOne Bank
Location: Brockton
Posted on: April 24, 2024
Job Description:
Overview
Who We Are:
For over a century, HarborOne's mission has not wavered, total
commitment to our customers, our communities, and our colleagues.
Founded in 1917 to serve the growing financial needs of our local
communities, HarborOne continues to honor and embrace its
commitment to strengthen and empower the communities where our
customers and employees live and work.
Today, HarborOne has 30 branches in southeastern Massachusetts and
Rhode Island and 2 commercial lending offices in Boston and
Providence. -Our corporate values of accountability, integrity,
respect, trust and teamwork are core to how we manage our business
and our relationships with our customers. -Working at HarborOne
will give you a great career with opportunities to learn, grow and
make an impact, along with the power to make a difference.
Job Description:
We are looking for a customer service represensentative to provide
temporary coverage on our team. As a member of HarborOne's customer
service team, you will be joining a supportive team that is
passionate about helping our customers and team focused. We strive
to act as one to achieve excellence beyond our customer's
expectations, efficiently managing our customer needs and providing
a warm personalized experience that creates the opportunity to
recommend additional products and services that fit our customer's
financial goals.
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.
Responsibilities
Responsibilities:
- Utilizing 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. Maintain a good working relationship with other business
partners and co-workers to facilitate customer issues.
- 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.
- Actively 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.
-
- Maintain flexibility with scheduling and being "on-call."
Maintain knowledge of all Call Center procedures and cross train on
switchboard operator function.
- 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.
- Maintain an excellent understanding of HarborOne products and
services, 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.
- Perform all duties professionally and within the bank's quality
service and customer confidentiality standards.
- 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 policies and
procedures as they relate to compliance.
Qualifications
Required Skills:
- High School Diploma or equivalent.
- Minimum of 1 year of customer service experience in a financial
or retail industry and/or contact center environment.
- Strong communication skills and ability to maintain composure
when dealing with challenging customer situations.
- Perform basic multi-tasking skills.
- Ability to read, analyze, and understand various procedures and
governmental regulations.
- Ability to write reports, business correspondence, and
procedure manuals.
- Strong verbal and written communication skills.
- Basic computer knowledge including Microsoft Office programs
such as Word, Outlook and Excel.
- Ability to utilize the basic Microsoft Office functions to
copy, paste, edit, format, and filter and enter basic
formulas.
- Ability to independently discern customer needs and recommend
the most appropriate resolution, product or service while working
within established bank policies.
Compensation:
Offers will be determined based on job-related knowledge, skills,
experience, and location.
Keywords: HarborOne Bank, Brockton , Call Center Customer Service Representative - Temporary Position ($22-$26 hourly), Sales , Brockton, Massachusetts
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