Solutions Center Representative

Solutions Center Representative (Full-Time)

BayCoast Bank - Swansea, MA

Empower Your Career with BayCoast Bank

Position Overview

The Solutions Center Representative serves as the first point of contact for customers contacting BayCoast Bank through telephone, email, and other electronic communication channels. This role combines exceptional customer service, relationship development, problem resolution, and banking operations to provide customers with convenient, accurate, and personalized support.

Working collaboratively within the Solutions Center, you will assist customers with account servicing, electronic banking support, transaction processing, and financial solutions while identifying opportunities to connect customers with products and services that support their financial goals.

Key Responsibilities

Customer Experience & Service

• Deliver professional, friendly, and efficient service through telephone and electronic communications.
• Serve as the first point of contact for customer inquiries and service requests.
• Resolve customer issues utilizing strong problem-solving and communication skills.
• Adhere to Customer Centric service standards and exceed customer expectations.
• Protect customer information by following authentication and security procedures.
• Provide accurate information regarding BayCoast Bank products, services, and digital banking solutions.
• Respond to customer inquiries regarding accounts, transactions, fees, payments, and electronic banking services.

Business Growth Initiatives & Relationship Building

• Evaluate customer needs through consultative conversations and recommend appropriate banking products and services.
• Generate referrals to BayCoast Bank departments and affiliated business partners, including BayCoast Insurance, BayCoast Mortgage Company, Plimoth Investment Advisors, Priority Funding, and Teamwork Funding.
• Utilize Salesforce to document customer interactions, referrals, and opportunities.
• Participate in sales campaigns, customer outreach initiatives, and relationship development activities.
• Support the Bank's commitment to providing exceptional service and solutions for our community.

Banking Operations

• Process customer transactions accurately and efficiently.
• Assist customers with online banking, bill pay, debit card services, travel notifications, Apple Pay, Google Pay, and account maintenance requests.
• Handle stop payments, address changes, and service charge reviews.
• Assist with debit card disputes, fraud claims, and related documentation.
• Troubleshoot technical issues involving digital banking platforms.
• Research and resolve customer inquiries requiring additional investigation.
• Maintain accurate records and documentation while complying with all Bank policies and regulatory requirements.
• Demonstrate knowledge of retail banking, loan operations, deposit operations, and electronic banking services.

Team Collaboration

• Participate in required training programs, meetings, campaigns, and contests.
• Collaborate with team members to ensure exceptional customer service and operational efficiency.
• Respond promptly to internal inquiries and requests.
• Support a positive team environment while promoting BayCoast Bank's mission and values.
• Perform additional duties as assigned.

Qualifications

• High School Diploma or equivalent required.
• 1-2 years of banking, customer service, call center, or related experience preferred.
• Strong verbal and written communication skills.
• Excellent interpersonal and relationship-building abilities.
• Strong problem-solving skills and attention to detail.
• Ability to multitask and work effectively within multiple computer systems.
• Ability to handle confidential information with professionalism and discretion.
• Working knowledge of banking products, services, and electronic banking tools preferred.
• Bilingual Portuguese and/or Spanish skills are a plus but not required.

Work Environment & Requirements

• Ability to sit for extended periods while working on a computer and telephone system.
• Frequent use of a headset and multiple software applications throughout the workday.
• Ability to manage a high volume of customer interactions in a fast-paced environment.
• Flexible schedule including occasional evenings and weekends as needed.
• Ability to attend remote meetings and travel when required.
• Eligible for BayCoast Bank's Hybrid Work Program based on business needs.

• Commitment to maintaining customer confidentiality and safeguarding sensitive information.

Employee Benefits

• Health, dental, and vision insurance
• 401(k) with company match
• Paid time off and holidays
• Professional development opportunities
• Educational assistance
• Tuition assistance
• Defined Benefit Pension Plan
• Employee banking perks
• Career advancement opportunities

Our Mission

To provide exceptional service and solutions for our community.