Division:               Retail Banking                                                                       
Department:          Call Center                                                                       
Reports to:            Call Center Manager     
Status:                   Non-exempt              
Grade:                   6
Location:               Pittsfield, Springfield, or Worcester, MA
Provides superior customer service and demonstrates desire to help responding to messages and calls from both internal and external customers.  Serves as the Online Account Opening 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 customers’ needs.  Handles escalated and more complex sales and service calls.  Supports and trains less experienced team members.
Key Accountabilities:
  1. Responds to messages received from Online Banking and Web Support customers.  Ensures excellent customer service by handling general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues.  Completes Travel Note requests and failed Online Banking registrations.  Compiles information from Online Account Opening system, completes reports and decisions failed applications.  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 by seeking solutions with minimal direction; manages difficult situations. Logs into phone system during times of high call volume. Handles escalated sales and service calls referred by other Call Center Representatives, Research and resolve more complex customer service issues which may require more advanced problem solving skills.    Follows up on all resolutions to ensure customer satisfaction. Responds to customer inquiries regarding Bank fees and makes appropriate decisions regarding reversals. Prepares customer correspondence as needed. May make decisions within guidelines and limitations regarding increases for POS transactions.  25%
  3. May oversee or be first point of contact for more inexperienced Call Center Representatives. Provides direction, training and assistance to ensure procedural and service consistency. Acts as a mentor and resource to less experienced staff.    10%
  4. Stays abreast of and demonstrates extensive knowledge of products and services offered, applicable laws/regulations, and policies and procedures.  Continually develops 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 usage to ensure customer satisfaction. Handles more complex and difficult situations.  Processes all applicable customer account documentation to ensure compliance with Bank policy. Responds to questions from branch staff and customers.  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
  • Minimum 3 years’ Call Center experience
  • Minimum 6-12 months in Berkshire Bank Call Center
Skills & Knowledge:
  • Proficient with MS Office products (Word & Excel) & the Internet
  • Ability to learn new internet banking applications
  • Problem solving and proven decision making ability
  • Excellent customer service skills
  • Ability to work in team environment
  • Ability to multi-task
  • Excellent communication & interpersonal skills
  • Courteous, positive attitude
  • Excellent telephone and active listening skills
  • Ability to elicit customer needs with speed and composure
  • Extensive knowledge of BB products and services
  • Cross-selling skills
  • Ability to handle difficult situations and customers
  • Ability to make educated-customer focused decisions. 
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.