Customer Support Specialist

This role is hybrid, which requires onsite training and some onsite work in Wakefield, MA  

This role serves as first line response for the basic incoming customer calls.   The Customer Support Specialist must accurately and expediently answers inquiries on all types of new and existing products and services.  Must maintain a thorough knowledge base of bank/call center products, services, policies, and procedures.   Is responsible for achieving entry level departmental service standards and sales goals as set forth by senior management.  Must develop the necessary skills to work independently in a remote or onsite environment

Responsibilities:

 Serves as bank’s first line of response on inbound customer telephone calls regarding all types of existing accounts and services.

• Must maintain a detailed knowledge base of bank’s basic products, services, policies, procedures, maintenance and regulatory requirements. Is able to handle a diverse array of complex customer situations with minimal supervisory assistance by making sound decisions that minimize risk to both the bank and customer.  

• Actively listens to determine full extent of customer’s needs while appropriately applying different approaches to affect desired outcome.

• Ensures effective customer communication by utilizing superior verbal and written skills. 

• Must be able to handle basic customer complaints and problems with minimal assistance.  Is able to recognize personal limitations in an acceptable time frame and initiate requests for assistance to appropriate personnel as needed.

•  Responsible for achieving entry level sales and service standards as set forth by senior management.

Requirements:

•      Must obtain and maintain a license to service applicants for HELOC products through the Nationwide Multistate licensing system (NMLS)

Education and Experience:

• Associate’s Degree or related knowledge/skills base gained through experience preferred.

• Customer Service background preferred.

• Call Center experience preferred

• Service and sales background a plus

• PC and data entry skills required

• Proven previous job stability a must

Skills/Knowledge:

• Excellent written communication skills

• Excellent verbal and listening skills including good grammar, tone of voice and diction

• Ability to work effectively with others in a diverse population

• Punctuality and consistent work attendance is required

• Bilingual a plus

Working Conditions:

• Must be flexible and adaptable about work schedules, which may include evenings and weekends

• Must have the ability to use a headset and sit for long periods of time

• Must be able to work in a fast paced, high volume work environment

• Moderate to high noise level