Call Center Customer Service Representative (Temporary)

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Job Description

We are looking for a Customer Service Representative to provide temporary coverage on our team. As a member of HarborOne’s customer service team, you will be part of a supportive team that is passionate about helping our customers and is team focused. We work together to achieve excellence that exceeds our customer’s expectations by efficiently managing their needs and delivering a warm, personalized experience. This approach creates opportunities to recommend additional products and services that align with our customer’s financial goals.

This position is responsible for exceeding customer service and sales expectations in an inbound call center environment. Key activities include efficiently managing customer needs and issues, assessing problems, resolving account maintenance inquiries, and identifying and capitalizing on cross-sell and upsell opportunities.

Who We Are

For over a century, HarborOne has remained steadfast in its mission: total commitment to our customers, our communities, and our colleagues. Founded in 1917 to meet the evolving financial needs of local communities, we continue to honor that legacy by empowering and strengthening the neighborhoods where our customers and employees live and work.

With 30 branches across southeastern Massachusetts and Rhode Island, along with two commercial lending offices in Boston and Providence, HarborOne is dedicated to providing exceptional banking services and building lasting relationships. Our corporate values—accountability, integrity, respect, trust, and teamwork—are at the heart of everything we do. They guide how we manage our business and ensure we consistently deliver value to our customers.

At HarborOne, we believe in the power of opportunity. We offer our employees a fulfilling career with endless potential to learn, grow, and make a meaningful impact. More than just a workplace, we are a community dedicated to making a positive difference in the lives of those we serve.

Responsibilities

• Utilizing knowledge of bank products and services, service incoming customer calls in an efficient and quality service-oriented manner.
• Create, develop, retain and strengthen long term relationships with customers and potential customers by providing products and services that meet their needs. Investigate and resolve a wide variety of issues by gathering information and providing solutions for customer satisfaction
• Build rapport with customers, actively listen to customer requests, inquiries and issues. Assess situations, apply sound judgement and negotiation skills and work within established policies and procedures to efficiently resolve customers' needs and issues. Maintain a good working relationship with other business partners and co-workers to facilitate customer issues.
• Recognize opportunities to promote products and services to meet the financial needs of our customers. Independently resolve customer issues. Evaluate and make decisions regarding exceptions to fees and policies.
• Identify cross-sell and up-sell opportunities and capitalize on them to achieve successful referrals and completed applications. Encourage, influence use of electronic banking options, including on line banking, bill pay IVR, etc.
• Manage and utilize time effectively to ensure call group meets expected service levels for improved customer satisfaction.
• Actively participate in sales and service meetings. Provide ideas for improving methods to service customers. Share knowledge with other team members of the department. Apply suggested improvement methods to daily interactions with customers.
• Maintain flexibility with scheduling and being "on-call." Maintain knowledge of all Call Center procedures and cross train on switchboard operator function.
• Accurately complete on-line account transactions, maintenance and service requests to other areas of the bank. Work closely with other divisions in gathering information and resolving issues.
• Maintain an excellent understanding of HarborOne products and services, procedures, policies and appropriate regulatory issues in relation to deposit/loan and transaction accounts. Consistently meet monthly performance goals such as accuracy and quality service standards.
• Perform all duties professionally and within the bank's quality service and customer confidentiality standards.
• Maintain an excellent understanding of applicable regulations and laws including but not limited to; Bank Secrecy Act; Privacy; and Fair Lending.
• Maintain an up to date understanding of bank policies and procedures as they relate to compliance.
  
  

Required Skills

• High School Diploma or equivalent.
• Minimum of 1 year of customer service experience in a financial or retail industry and/or contact center environment.
• Strong communication skills and ability to maintain composure when dealing with challenging customer situations.
• Perform basic multi-tasking skills.
• Ability to read, analyze, and understand various procedures and governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Strong verbal and written communication skills.
• Basic computer knowledge including Microsoft Office programs such as Word, Outlook and Excel.
• Ability to utilize the basic Microsoft Office functions to copy, paste, edit, format, and filter and enter basic formulas.
• Ability to independently discern customer needs and recommend the most appropriate resolution, product or service while working within established bank policies.
  
  

Compensation

The base pay range for this position is $22.55 Hourly - $25.00 Hourly. Offers will be determined based on job-related knowledge, skills, experience, and location.

Benefits

At HarborOne, we value our employees and are committed to supporting their well-being both inside and outside of work. Our comprehensive benefits package is designed to help you thrive personally and professionally. Depending on your role, you may be eligible for:

• Paid vacation and sick time to support work-life balance
• Medical, Dental, and Vision insurance for you and your family
• Health Reimbursement Account (HRA) and Health Savings Account (HSA) options
• Healthcare Flexible Spending plans to cover medical expenses
• 401(k) plan with company contributions to help you save for the future
• Employee Stock Ownership Plan (ESOP) to invest in the company’s success
• Dependent Care Flexible Spending with a company contribution to support you and your family’s needs
• Company-paid Basic Life and Disability Insurance for added peace of mind
• Tuition reimbursement and tuition assistance programs to support your educational and career growth
  
  

Join HarborOne and take advantage of a benefits package that helps you achieve your personal and professional goals while making a difference in the communities we serve.

We are an equal opportunity employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State or Local status unrelated to the performance of the work involved.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 800-244-7592 for assistance.

HarborOne Bank does not accept unsolicited resumes from recruiting agencies in response to job postings. No fee will be paid to third parties who submit unsolicited candidates directly to our hiring managers or People Team.