Middlesex Savings Bank · 3 months ago
Contact Center Specialist I
US-MA-Westborough
Full-time
Hybrid
New Grad, Entry Level
$38K/yr - $54K/yr
0+ years expMiddlesex Savings Bank is seeking a Contact Center Specialist I to provide exceptional customer service through various communication channels. The role involves processing transactions, resolving customer issues, and assisting with bank products and services while ensuring a positive customer experience.
FinanceFinancial Services
Responsibilities
Effectively communicates and assists both internal and external customers in a professional manner, identifying their needs, providing information, and resolving complex issues via telephone and electronic means
Must possess communication skills, such as active listening, attentiveness, clarity of speech and the ability to read one’s tone of voice
Performs a variety of transactions for customers, including teller transactions, processing of checking and savings account withdrawals and balancing duties
Identify, support and resolve the service needs of both internal and external customers in a fast-paced environment that requires accuracy, multi-tasking and effective listening and communication skills
Builds a positive rapport with a diversity of personality types, maintaining a professional attitude and a positive manner
Must possess the ability to handle independently any customer interactions that may include a de-escalation of a situation
Navigate multiple computer applications while interacting with customers
Must possess an in-depth knowledge of products and services in a confident assured manner and offer what will work best to successfully meet customer needs
Process account transactions, research requests and account maintenance requests
Demonstrate an understanding of the multiple ways customers’ bank using online and mobile technology and branch offices. Explain the services and various channels
Identify and report fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and steps to take to protect customers and the bank
Provide online banking assistance with password resets, secure access codes, bill pay and stop payment requests
Provide assistance with debit card travel alerts, daily limit increases, card activation/deactivation, suspected fraudulent transactions and new card orders
Assist with loan applications. Address basic and complex loan inquiries
Meets expectations for all call center related statistics, including but not limited to measurement of calls handled, not ready time and wrap-up codes
Complete all training requirements on time
Identify process improvement ideas with the management team
Protects customer information by following department security guidelines and procedures
Complies with all applicable regulatory and department practices and procedures
Represents the Bank through active participation in community and industry organizations and events and promotes the business interest of the Bank. Refers sales opportunities to other departments or Bank affiliates in support of established objectives
Qualification
Required
High School Diploma is required
6-12 months customer service preferably in banking, financial services and/or inbound call center experience is required
Must possess at least intermediate technology, fluency in Windows Operating Systems and Microsoft Office tools
Strong computer skills including familiarity with multiple browsers, multiple tabs and multiple window navigation required
Must be self-motivated and work well in a team environment
Requires a high energy level and strong sense of urgency, excellent communication, customer service, telephone etiquette and grammar
Must be able to respond to high volume telephone inquiries, work extended hours, and weekends
Must be flexible and be able to work other shifts, as needed, to provide coverage to the Information Center
Must be able to sit for extended periods of time
Preferred
Bilingual candidates are highly encouraged to apply
Company
Middlesex Savings Bank
Middlesex Savings Bank is one of the largest and strongest banks in Massachusetts. They are also a mutual form of institutio
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Dana M. Neshe
Chair, President & CEO
Recent News
2025-06-11
Worcester Business Journal
2025-03-11
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