Contact Center Representative

Contact Center Representative

As a Contact Center Representative, you'll be an important part of how NESB supports customers beyond the branch. Serving as a knowledgeable and friendly resource, you'll assist customers with their banking needs through phone, email, and other digital channels. Leveraging your strong communication and problem-solving skills, you'll provide accurate information, resolve issues, and recommend banking solutions that help customers reach their financial goals.

In this role, you'll support customers while helping the Contact Center meet service and sales goals. A typical day may include:

• Answering incoming calls and electronic inquiries from customers seeking assistance with accounts, products, and services.
• Greeting customers professionally and identifying their needs while providing exceptional service.
• Processing account-related requests including deposits, withdrawals, payments, and general account inquiries.
• Recommending relevant banking products and services based on customer needs and referring customers to specialists when appropriate.
• Following up with customers through outbound calls to assist with service requests or welcome them to new products and services.
• Meeting or exceeding service, productivity, and referral goals established by the bank.
• Navigating internal systems and online resources to efficiently assist customers and document interactions.
• Handling customer concerns with professionalism, empathy, and effective problem-solving.
• Maintaining compliance with all bank policies, procedures, security standards, and regulatory requirements.
• Participating in required regulatory and internal training programs.
• Supporting the overall success of the Contact Center team.

To thrive in this role, you will need:

• A high school diploma or equivalent.
• Minimum 2 years' experience in a customer-facing retail banking environment.
• Exceptional customer service skills with the ability to build rapport quickly.
• Strong verbal and written communication skills with clear, professional phone etiquette.
• Comfort working with computers, including data entry and web-based applications.
• The ability to navigate multiple systems while maintaining engaging customer conversations.
• Strong attention to detail and a commitment to protecting confidential information.
• A collaborative mindset with a focus on achieving service, quality, and sales goals.

This position is an office-based position in terms of physical demand. Employees are expected to be able to operate their fingers and hands to perform functions such as typing, writing, and filing. Employees must also be able to move throughout the office with ease while also being able to sit for extended periods of time. Employees must be able to see and hear in an office setting that does include much noise going on around one's workspace. While this job is mainly clerical, there are instances in which employees must be able to transport up to 20 pounds.

This job operates in a bank branch office. It is a professional environment.

The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties (both related and unrelated to the above) may be assigned and are therefore required.

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

North Easton Savings Bank is dedicated to being an equal opportunity workplace. To reach and maintain this goal, the Bank strictly prohibits harassment and discrimination based on gender, sex, race, ethnic background, age, physical disability, mental disability, and anything else protected by law. North Easton Savings Bank welcomes diversity and we believe that diversity is the root of successful teams and an overall successful workplace.