Job Details
Job Description Call Center Representative-Customer Service - Plymouth (Hybrid Schedule) - ( 210000ET ) **Description**
**Primary Objective:**
To ensure Rockland Trust customers are provided with a positive service experience by accurately answering questions, assisting with bank offerings to fit the callers need, and resolving issues in a timely manner. Normal business hours are Monday-Friday from 11am-8pm and every other Saturday from 8am-5pm.
**Position Responsibilities**
To assist the department in meeting or exceeding service level standards the Call Center Representative I has several positional responsibilities. They include but are not limited to:
- Serve as the banks first line of quality customer service to all internal and external calls. Resolve customer issues, conduct account inquiries, and answer questions about bank products via phone, email, fax, and regular mail professionally and courteously. Confirm identity of caller to protect his/her personal and financial information.Demonstrate ongoing commitment to the banks customer service by performing at consistent high levels of customer service.
-Service incoming customer calls following established policies and procedures in an efficient and quality manner.
- Ensure every transaction is processed correctly by confirming transaction with caller to ensure a mutual understanding.
- Identify opportunities to grow customer relationships with bank through referral programs.
- Utilize all available resources, and communication skills to resolve customer inquiries or issues to avoid escalation to extent possible.
- Complete all training requirements on time.
- Identify process improvement ideas with CIC management team.
- Become a candidate to act as a peer coach for new hire representatives.
- Communicate system issues promptly to management.
- Other duties as assigned by CIC management team.
**Additional information:**
-Shifts include weekends and non-regular hours
-This position reports directly to CIC Manager.
**Qualifications**
A Call Center Representative I should have or exhibit the following characteristics and qualifications:
-High School diploma required (4 year college degree or equivalent work experience preferred)
-Basic understanding of banking or finance
- Good communication, problem solving, and organizational/time management skills required
-Prior call center or customer service experience preferred. Prior sales experience a plus.
-Proficient computer skills, use of Microsoft Office, and ability to navigate multiple systems without assistance.
-Excellent customer service skills
*Our goal is to offer our colleagues the most generous benefits package possible. We strive to provide colleagues with a comprehensive benefits package and an environment that supports a healthy work-life balance. Benefits include: Competitive compensation with performance incentive awards, Health Insurance, Dental Insurance, a 401K and DC Plan for your retirement, LTD & Life Insurance, Day Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award winning Wellness program and much more!*
*At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.*
*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.*
**Primary Location**
: US-Massachusetts