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Division:             Retail Banking
Department:        Call Center
Reports to:          Call Center Manager
Status:                 Non-exempt
Grade:                 6
Location:            Flexible 

**Remote work option available**
Provides superior customer service and demonstrates desire to help responding to calls from both internal and external customers. Serves as the customer service telephone liaison for Berkshire Bank. Responds to inquiries, performs research to resolve issues, educates customer and promotes Berkshire Bank’s products and services. Identifies and offers new opportunities and solutions to meet customer’s needs.
Key Accountabilities:
  1. Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues.  Performs PIN resets, Online Banking and e-Statement set up and check order requests. Responds to Web Support, Travel Note and Online Banking inquiries. Compiles information from customer and files EFT complaints for reports of unauthorized electronic activity on accounts. 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%
  2. Researches and resolves customer issues; manages difficult situations. Follows up on all resolutions to ensure customer satisfaction. Identifies and escalates difficult customer situations to the appropriate party. Prepares customer correspondence as needed.  25%
  3. Processes all applicable customer account documentation to ensure compliance with Bank policy. 10%
  4. Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures. Continually advances level of knowledge to ensure the development of a full service Call Center, which may include account opening, loan applications, loan payments and various other customer service requests.   10%
  5. Assists branch staff and customers in resolving issues with ATM/Debit card and Online Banking usage to ensure customer satisfaction. Responds to questions from branch staff and customers and may assist in training to enhance process understanding.   10%
  6. 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.
  • High School diploma
  • Minimum 3 years’ banking experience
Skills & Knowledge:
  • Proficient with MS Office products (Word & Excel) and the Internet
  • Problem solving ability
  • Excellent customer service skills
  • Ability to work in team environment
  • Ability to multi-task
  • Excellent communication and interpersonal skills
  • Excellent telephone and active listening skills
  • Ability to elicit customer needs with speed and composure
  • Ability to handle difficult situations and customers
  • Courteous, positive attitude
  • Ability to speak multiple languages a plus
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.

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