Customer Care Center Specialist II

Job Description

Job Description

Job Summary: This position provides customer service and banking solutions, education and information and issue resolution to our Needham Bank customers and communities via the Customer Care Center channel. A Customer Care Center Specialist will advise, advocate and deliver on the service and support needs of our customers. This position will go beyond processing simple account transactions to listen to and identify customer needs to efficiently complete requests, resolve problems and provide information on products and services. Customer Care Center Specialist should anticipate needs and resolve concerns with the goal of exceeding expectations, no matter how large or small the request. All service and support will be in accordance with regulatory compliance guidelines. The Customer Care Center Specialist II will identify the customer’s service and banking needs and provide solutions to maintain and establish strong customer relationships.  

  ESSENTIAL DUTIES & RESPONSIBILITIES

• Identify, support and resolve the service needs of customer calling into Needham Bank. 
• Understand which products/services will work best for our customer throughout the relationship and how to successfully resolve customer requests using available tools and resources. 
• Listen and understand the customers need and provide solutions for our customers.
• Asks and answer questions, listen to what is said and not said to fully understand the need and provide the resolution to the customers’ needs the first time. 
• Provide education to customers on how to conduct simple transactions through self-service technologies that benefit them.
• Actively analyze/resolve complex problems through creative solutions.
• Provide this support in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner. 
• Demonstrate understanding of the multiple ways customer’s bank using online and mobile technology, branch and contact centers and ability to educate and explain the services and channels so the customer needs will be met through the different channels. 
• Educate and explain features and benefits of bank products such as deposit, card products, loan servicing and mobile and online banking. 
• Complete general service request such as changes of address, balance and transaction inquiries, loan inquiries, transfers, and card lost stolen and claims intake. 
• Resolve complex customer service inquiries and trouble shoot and provide resolution to digital banking issues 
• Address basic and complex loan inquiries and pay off questions. 
• Navigate multiple computer applications while interacting with customers. 
• Utilize all tools and resources available to resolve more complex customer issues.

  JOB REQUIREMENTS

• Has 2 or more years of customer service experience, including experience handling difficult client situations. 
• Has a skilled level of proficiency with computers and current technology. 
• Better prepared if you have (desired skills and qualifications) 1+ year of experience in the banking/financial industry. 1+ year of experience working in a client service call center 
• Demonstrate ability to trouble shoot and problem solve. 

• Highly motivated and can handle multiple tasks
• Demonstrate and promote high ethical standards and behaviors
• Strong customer service and problem-solving skills 
• Maintain a professional manner at all times
• Has demonstrated a commitment to excellent attendance and proven reliability and can work the agreed upon schedule. 
• Has demonstrated being a dependable team-player attitude with an understanding that calls must be handled immediately. 
• Communicates effectively and confidently 
• Has demonstrated the ability to engage with customers - begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections. 
• Must be comfortable receiving ongoing performance feedback and coaching. 
• Adaptable and embraces ongoing change and learning new technology/processes.
• Perform additional duties as requested, needed or assigned
• Fluent in written and verbal English communication skills 
• Ability to adhere to Needham Bank’s Core Values ( Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing )

EDUCATION & EXPERIENCE

• High school diploma or equivalency required
• Knowledge of Banking preferred 
• Prior e-banking experience a plus

The pay range provided is based on what we believe is a reasonable estimate for the pay range for this job at the time of posting. Actual pay may vary based on experience, skills, and market factors; additional compensation may apply.

Needham Bank offers a competitive salary and an amazing benefit package for a full-time employee which includes fully paid medical and dental insurance, HRA, 401(k) plan with an 8% bank match, paid time off (PTO), paid holidays, a bonus program, flexible spending accounts, vision service plan, group term life insurance, short- and long-term disability insurance, tuition reimbursement, and an Employee Assistance Program. We offer a great benefit package to our eligible part-time employees as well.

At NB, we are dedicated to building a diverse, inclusive and authentic workplace - if you are excited about this role, but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

Needham Bank is an Equal Opportunity/Affirmative Action Employer. Needham Bank will provide all applicants for employment and all employees with equal opportunity for employment and promotion regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity.