Customer Service Representative

About Cornerstone Bank

Cornerstone Bank was established in 2017, built on a legacy of community support and a commitment to helping individuals and businesses thrive. With deep roots in Worcester County and a strong presence throughout Central Massachusetts, Cornerstone combines the strength of a traditional bank with the personalized service of a local institution. Our community-based banking model allows us to deliver exceptional service with a personal touch-every time. At Cornerstone Bank, we foster a collaborative and inclusive workplace where innovation, teamwork, accountability, and excellence are more than just values-they're how we work every day. We empower our employees to grow professionally, serve their communities, and deliver outstanding customer experiences.

Position Summary

The Customer Service Representative is responsible for delivering exceptional customer service and support through a variety of channels, including phone, email, eChat, and online banking platforms. This role assists customers with account inquiries, product and service information, digital banking support, account maintenance, and problem resolution while ensuring a positive customer experience. Representatives develop a strong understanding of the Bank's products and services to identify customer needs, recommend appropriate solutions, and support sales goals. The ideal candidate is a strong communicator with excellent problem-solving skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment while maintaining compliance with banking regulations and policies.

Responsibilities and Accountabilities

• Uses telephone, Internet, email, eChat, and word processing tools to communicate with the customer verbally and in writing.
• Receives incoming telephone calls, emails or eChat from customers needing assistance with existing accounts, products/services, information and new account opening.
• Performs outbound calls to customers in connection with specific service requests, to welcome them to new services and answer questions. Outbound will also be made to meet sales goals and objectives as determined by Cornerstone Bank.
• Responds to customer inquiries by telephone, email, and eChat in an effective, courteous, professional and efficient manner per expectations laid out by management.
• Adheres to and actively works towards meeting metric goals as laid out by management.
• Handles questions and product inquiries from customers; recommends appropriate products and places orders for customers within our 'first call resolution' goal.
• Handles complaints and other customer requests with empathy and understanding; welcomes customers to Cornerstone Bank's website, products and services.
• Research customer issues and/or refers to proper personnel.
• Performs file maintenance of customer account information and processes requests.
• Has a broad understanding of, and is able to articulate and answer questions about, Cornerstone Bank's products and services. Identifies and actively follows up on customer sales opportunities in line with our need-based service model.
• Investigates customer inquiries using multiple resources to ensure every customer receives complete and accurate information.
• Perform risk assessment of electronic channels including, but not limited to remote deposit capture, online banking ACH origination, and debit card transactions to reduce the impact of fraud situations on both our customer and the Bank.
• Provides technical support for online banking, mobile banking, zelle, and debit cards. This includes password resets, online banking registration issues, processing of checks deposited remotely, and debit card transaction issues.
• Use online account opening website to assist customers.
• Other related duties as assigned.

Qualifications

• Basic math skills
• Demonstrates professional communication skills, including active listening, strong customer service abilities and the ability to effectively engage with customers in a courteous and professional manner.
• Must be articulate, speaks English fluently and uses proper diction and grammar; is able to enunciate clearly at all times and pace his/her conversation with that of the customer.
• Proficient at maintaining dialog with customer while simultaneously processing information and documenting customer responses using a computerized scripting, order entry and reference system.
• High level of interpersonal skills to handle sensitive and confidential situations and documentation.
• Skilled at researching complex issues using online computer reference systems, web-based systems and printed documents
• Available extended nights and weekends

Education/Training/Experience

• High School Diploma or equivalent
• Two years' experience as a Customer Information Rep or related customer service experience;
• One year Teller experience preferred
• Bilingual a plus

Technical Experience:

• Proficient in MS Office (Word, Excel), Access, Outlook and the internet
• Ability to use office equipment including fax, copiers, computers, headset and cell phone or other equipment as directed

Environment and Physical Activity:

• The Customer Service Representative is in a typical call setting cubicle office type setting in which he or she is free to move about at will.
• The Customer Service Representative must be able to sit for extended periods of time and be on the phone taking and making calls for long periods of time, up to 8 hours per day.
• The pace of incoming calls is often continuous. A Customer Service Representative may handle an average of 100 calls in an eight (8) hour day.
• The Customer Service Representative spends time writing, typing, speaking, listening, carrying, seeing (such as close, color and peripheral vision, depth perception), sitting, pulling, walking, standing, and reaching.

INDEPENDENT ACTION

Performs work independently within scope of established guidelines and practices. Consults with Manager where clarification or exception to Bank policy may be required.


NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required for this job.


Cornerstone Bank is an Equal Opportunity Employer. In compliance with Equal Opportunity Guidelines and the Americans with Disabilities Act, Cornerstone Bank provides reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.