What are the responsibilities and job description for the Call Center Representative position at Rockland Trust?
At Rockland Trust, we believe that each relationship matters – and that starts with our Call Center Representatives. We take pride in the care and excellent service provided by our call center staff. We handle it all – from loans to checking accounts, online banking and more – you will engage customers in all areas of banking, as well as identify any financial needs they may have. Variety is the spice of life, and we have it in spades!
As a Call Center Representative, you will have many opportunities to provide exemplary service to our customers and colleagues, as well as support our communities through outreach and volunteer work. We have a fantastic training program that will prepare and support you throughout your career with ongoing classes. Service incoming customer calls following established policies and procedures in an efficient and quality manner.
RESPONSIBILITIES
- 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.
QUALIFICATIONS
- High School diploma required (4 year college degree or equivalent work experience preferred)
- Fluency in Spanish or Portuguese strongly preferred.
- Basic understanding of banking or finance
- Good communication, problem solving, and organizational/time management skills required
- Prior customer service experience preferred. Prior sales experience a plus.
- Proficient computer skills, use of Microsoft Office, and ability to navigate multiple systems without assistance
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.
