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Digital Customer Support Specialist
Boston, MA
Job Description
Division: Retail Banking
Department: Customer Support Center
Reports to: Customer Support Manager
Status: Non-exempt
Grade: 6
Pay Range: $19.00 - $27.00
Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.
Location: Hybrid within MA, NY, VT, CT, RI
Purpose/Objective:
Provides superior customer service and demonstrates desire to help responding to messages and calls from both internal and external customers. Responds to inquiries, performs research to resolve issues, educates customers, and promotes Berkshire Bank's products and services. Identifies and offers new opportunities and solutions to meet customers' needs. Handles escalated and more complex sales and service calls.
Key Accountabilities:
* Responds to messages received from digital customer support channels. Ensures excellent customer service by handling general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues. Follows through with all customer issues and provides ongoing assistance as needed. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationships. Supports and participates in bank initiatives and sales campaigns. 45%
* Researches and resolves customer issues by seeking solutions with minimal direction; manages difficult situations. Logs into phone system during times of high call volume. Handles escalated sales and service calls referred by other Customer Support team members, Research and resolve more complex customer service issues which may require more advanced problem-solving skills. Follows up on all resolutions to ensure customer satisfaction. Responds to customer inquiries regarding Bank fees and makes appropriate decisions regarding reversals. Prepares customer correspondence as needed. May make decisions within guidelines and limitations regarding increases for POS transactions. 20%
* May oversee or be first point of contact for more inexperienced Customer Support Specialists. Provides direction, training, and assistance to ensure procedural and service consistency. Acts as a mentor and resource to less experienced staff. 10%
* Stays abreast of and demonstrates extensive knowledge of products and services offered, applicable laws/regulations, and policies and procedures. Continually develops level of knowledge to ensure the development of a full-service, omni-channel contact center, which may include account opening, loan applications, loan payments and various other customer service requests. 10%
* Handles more complex and difficult situations. Processes all applicable customer account documentation to ensure compliance with Bank policy. Responds to questions from branch staff and customers. 15%
* Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.
Education:
* High School diploma
Experience:
* Minimum 3 years' banking experience
* Minimum 1 years' Call Center experience
* Minimum 6-12 months in Berkshire Bank Call Center
* Experience working remotely or in a flexible environment.
Skills & Knowledge:
* Proficient with MS Office products (Word & Excel) & the Internet
* Ability to learn new internet banking applications
* Problem solving and proven decision-making ability
* Excellent customer service skills
* Ability to work in team environment
* Ability to multi-task
* Excellent communication & interpersonal skills
* Courteous, positive attitude
* Excellent telephone and active listening skills
* Ability to elicit customer needs with speed and composure
* Extensive knowledge of BB products and services
* Cross-selling skills
* Ability to handle difficult situations and customers
* Ability to make educated-customer focused decisions.
* Excellent written communication skills.
* Flexible work schedule expectation support business needs.
Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.
Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
3+ years
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