Call Center Representative

• Provides a full range of customer service-oriented telephone and chat and e-mail support activities to customers; greets customers professionally; responds to inquiries of a specific or general nature; determines appropriate response or direction for the caller; issues messages.
• Resolves customer concerns, basic problems and discrepancies by clarifying issues within given authority; researches and explores answers and alternative solutions; reconciles accounts; reverses customer fees or charges within given authority; escalates unresolved problems; follows up with customers as needed.
• Troubleshoots issues and provides helpdesk functions to internet banking customers.
• Explains features and benefits; identifies and acts upon potential cross sell or up sell opportunities; obtains enrollment information for online banking.
• Possesses knowledge of different deposit and loan products, overdraft procedures, stop payment procedures, ATM/Debit Card procedures, account maintenance procedures, etc.
• Serve as a back-up or additional assistance to Retail Operations area as needed.
• Develops and maintains an in-depth knowledge of current MA Bank products and services, as well as corresponding bank policies, procedures, and processes; stays current on regulations affecting MA BANK products and services.

• Represents MA Bank in various community, civic, and community reinvestment functions to further enhance the Bank’s image and develop additional business.
• Stays current on products available in other bank departments; matching customers to new services and product promotions; ascertaining customers' needs.
• Complies with bank operations and security policies and procedures.
• Maintains a professional appearance and work area; dressing in accordance with bank dress code; keeping work area stocked with required supplies; organizing work space for efficiency and appearance; reporting malfunctions of computers and other equipment.
• Maintains customer confidentiality and protects bank operations by guarding customer’s personal and account information; being vigilant regarding potential information security threats
• Maintains knowledge of and complies with regulatory guidelines governing financial institutions and MA Bank policies and procedures by completing assigned and voluntary training; reading and reviewing MA Bank polices & procedures at time of hire and subsequent revisions.
• Contributes to a team effort for the bank by completing other duties as needed.
• Other duties and responsibilities, as assigned.

• Excellent customer service and engagement skills with proven ability to deescalate problem situations.
• Analytical skills and ability to trouble-shoot problems.
• Attention to detail and ability to minimize errors in work. 
• Good understanding of bank’s products and services.
• Good computer skills with basic understanding of internet web browsers and operating systems and good knowledge of software (Outlook, Excel, Word, Adobe, Banking Software).
• Good knowledge of office equipment including an advanced phone system.
• Ability to establish and maintain effective working relationships with other employees.
• Ability to communicate professionally with coworkers, customers and vendors.
• Ability to convey a pleasant, calm and confident speaking voice over the phone.  
• Ability to work in a constant state of alertness and safe manner.
• Ability to perform other related work as assigned.

• High School diploma or equivalent required.
• Some customer service experience required preferable over the phone and in the financial industry.

• ESOP-Share in the bank's long-term success and growth through our employee stock ownership plan. 
• Health Coverage- Medical, dental, vision, life and disability insurance to support your well-being. 
• Family Focused- Generous 12-week parental leave, paid time off that grows with tenure, and federal holidays help you balance work and life. 
• Career Development- Tuition reimbursement, ongoing training, and opportunities to grow your career. 
• Volunteer Time- Paid volunteer time so you can support the causes that matter most to you. 
• Culture & Perks- Logo wear reimbursement, collaborative teams, and a workplace grounded in integrity, service, and community. 

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