Contact Center Representative

Job Description

Job Description

Opportunity Overview:

We have a Unique opportunity to join our Customer Contact Center team in a full-time role as a Contact Center Representative . We are group of talented, professional individuals passionate about supporting our customers and co-workers. We’re looking for someone who believes in the mission of a community bank, who gets excited about learning new things, strives to provide exceptional service and thrives in an environment where you’ll be challenged every day. If being part of a team that gets to make a difference, has an opportunity to learn about all aspects of our business and wants to have fun along the way each day – then come join us!

Position Overview:

Assists customers and Retail branch staff with questions or issues regarding UniPay, UniBank eChannels, deposit and loan accounts received via phone and/or written correspondence. Assists customers with any technical issues and uses a variety of systems for tracking, information gathering, and/or troubleshooting.

Primary Accountabilities:

• Exceeds customers’ service and sales expectations in an inbound/outbound call center environment.
• Assist Retail branch staff through the “Branch Hotline”. Assist branch staff with routine system navigation, reviewing procedures and assist with creative solutions to solve customer concerns. Provide support for our, eChannels, online resources and expediting approval requests. At times customers transferred from the branch staff.
• Researches and resolves complaints to ensure customer retention and satisfaction.
• Accurately complete online account transactions such as hot card debit cards, telephone fund transfers, travel notes.
• Complete maintenance and service requests from customers; including follow-up and contact back with customer’s resolution.
• Maintain an understanding of UniBank products and services, procedure, policies and appropriate regulatory issues in relation to deposit and transaction accounts.
• Stay current with new marketing campaigns and environmental impacts. Cross-sell all consumer products and services.
• Excellent listening skills and the ability to ask probing questions, understand concerns, and overcome objection.
• Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced business environment.
• Meet Quality Assurance and cross-sell requirements and other key performance metrics with a strong attention to meeting daily service levels with accuracy.
• Provides branch teller and switchboard coverage as needed.

Knowledge, Skills, Experience and Education:

• HS Diploma or equivalent required; College degree preferred.
• Knowledge of customer service practices and technology highly preferred
• 1-3 years of experience in a call center environment
• Previous banking industry experience required.
• Superior listening, verbal, and written communication skills
• Ability to handle stressful situation appropriately.
• Bilingual a plus
• Intermediate to advanced skills in Microsoft Office.
• Must be able to work without direct supervision, solve problems, perform under stressful conditions, use internet for research.
• Manage multiple priorities and adapt to change within a fast-paced business environment.
• Must have excellent oral, written, interpersonal, math and computer skills.

About UniBank

We are UniBank, a team of civic-minded financial professionals and all-around great people working together to enrich people, businesses and municipalities across New England. We don't abide by the doctrine of big, national banks. What we believe is different. What we believe is unique. We believe in our community. And we believe in the people who live here. We believe in committing time and financial support to local nonprofits. We believe in finding innovative solutions for affordable housing, community development and independent business. And yet, we are bankers. We are a mutual bank, owned by its customers, dedicated to local service. We are technology leaders. Since launching our first online payment platform in 2003, we've never stopped delivering the most effective technology to our customers. We are a unique blend of consumer, civic and business banking with more than 150 years of history. We are an exception to the rule.

We are unique. Unique to people. Unique to business. Unique to local government.

We are UniBank. Bank Different. Bank Unique.

This position is not subject to SAFE Act Registration Requirements. Pursuant to the SAFE Act requirements, all applicants for employment who will be engaged in residential loan mortgage originations (as defined by the SAFE Act) must register with the federal registry system and maintain a status in good standing under the SAFE Act requirements.

UniBank is committed to fair, competitive, and market-informed pay for our employees. The estimated base hourly rate for this position is $20.00/hr to $23.00/hr. Final hourly offer will be determined based on a particular candidate's unique combination of factors such as skills, education, experience and certifications. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current employees as part of any final offer. UniBank supports the internal growth and development of our employees and so it is rare to have an initial employment offer at the top of a positions pay grade. As a candidate, you are encouraged to have an open conversation with the hiring team regarding any compensation and benefit related questions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.

Participant in E-Verify.