Call Center Representative

Call Center Representative Temporary-to-Permanent Opportunity

Locations: Brockton, Franklin, Lowell & Plymouth, MA

Work Arrangement: 100% In-Office

Pay: $22.00$24.00 per hour

Employment Type: Temporary with Potential to Convert to Permanent

Schedule: Full-Time | Flexible Hours Available

Position Overview

We are partnering with a well-established financial institution seeking friendly, professional, and customer-focused Call Center Representatives to join its growing customer service team.

This is a temporary position with the potential to convert to permanent employment based on performance and business needs. Candidates may work from one of several Massachusetts locations, including Brockton, Franklin, Lowell, or Plymouth.

This is an excellent opportunity for someone with strong customer service skills who enjoys helping people, solving problems, and working in a fast-paced team environment. Previous banking experience is helpful but not required for candidates with strong customer service and communication skills.

Comprehensive training is provided.

Schedule & Flexibility

• Full-time schedule with flexible hours available
• This is an in-office position
• Candidates can work from Brockton, Franklin, Lowell, or Plymouth
• Approximately one weekend rotation per month, which will include a Sunday
• Weekend hours are paid at time-and-a-half
• Candidates should have flexibility to accommodate the monthly weekend rotation

Responsibilities

• Handle a high volume of inbound and outbound customer calls in a professional and courteous manner.
• Assist customers with questions regarding accounts, online banking, loans, transactions, and other financial services.
• Listen carefully to customer needs and provide clear, accurate information and solutions.
• Process transactions accurately and confirm information with customers.
• Resolve routine customer issues during the initial call whenever possible and appropriately escalate more complex situations.
• Document customer interactions accurately and thoroughly.
• Follow established call procedures, quality standards, security requirements, and company policies.
• Use available resources and strong communication skills to resolve concerns and prevent unnecessary escalations.
• Identify opportunities to assist customers with additional products or services and make appropriate referrals.
• Maintain established performance standards related to customer service, call quality, productivity, and attendance.
• Complete required training and ongoing development programs.
• Maintain a positive, patient, and professional approach when assisting customers.
• Provide additional customer service and administrative support as needed.

Qualifications

• High school diploma or equivalent required.
• Previous customer service experience strongly preferred.
• Call center, banking, financial services, retail, hospitality, insurance, or other high-volume customer-facing experience is a plus.
• Basic understanding of banking or financial services preferred but not required.
• Previous sales or referral experience is a plus.
• Excellent verbal communication and listening skills.
• Strong problem-solving abilities.
• Patient and professional when dealing with challenging customer situations.
• Strong organizational and time-management skills.
• Comfortable working in a fast-paced, high-volume call environment.
• Proficient computer skills, including Microsoft Office.
• Ability to learn and navigate multiple computer systems simultaneously.
• Reliable attendance and the ability to successfully complete the required training program.

Why Consider This Opportunity?

• $22.00$24.00 per hour, depending on experience.
• Temporary opportunity with the potential to convert to permanent employment.
• Multiple convenient Massachusetts locations: Brockton, Franklin, Lowell, and Plymouth.
• Flexible scheduling options.
• Weekend rotation approximately once per month with time-and-a-half pay, including Sunday coverage.
• Comprehensive training and ongoing development.
• Opportunity to gain valuable experience within the banking and financial services industry.
• Professional, team-oriented work environment.

If you have strong customer service skills and are interested in building your experience within the financial services industry, we would love to hear from you!