BayCoast Bank · 21 hours ago
SOLUTIONS CENTER REPRESENTATIVE
BayCoast Place, Swansea, MA, US
Full-time
Hybrid
Entry Level
$44K/yr - $55K/yr
1+ years expBayCoast Bank is a financial institution seeking a Solutions Center Representative. The primary function of this role is to provide customer service and solutions through various communication channels, assisting customers with inquiries and transactions while adhering to banking regulations.
BankingFinanceFinancial ServicesVenture Capital
Responsibilities
Serves as the first point of contact for customers reaching the bank by telephone or electronic channels
Represents the Bank with a friendly and helpful demeanor with every interaction
Effectively engages with customer inquiries in a courteous and efficient manner according to the Bank’s problem resolution procedures
Accurately processes various customer transactions
Leverages problem-solving and strong communication skills to resolve customer issues
Adheres to Customer Centric service standards
Embraces the Bank’s commitment to Solutions by seeking and recognizing opportunities to refer new business to different areas of the Bank, BayCoast Insurance, Plimoth Investment Advisors, BayCoast Mortgage Company, Priority Funding, and Teamwork Funding
Behavior and performance align with the guiding principles and purpose that define the organization’s mission (To provide exceptional service and solutions for our community), and core values (Take pride in what I do; Believe that what I do is important; Care about people; Have a positive attitude)
Uses Salesforce to document and enhance the customer experience
Knows features and benefits of BayCoast Bank products
Evaluates customers’ needs by being consultative and encouraging discussion to offer solutions
Enthusiastically participates in bank-sponsored training programs, campaigns, and contests
Confirms identity of caller to protect personal and financial information
Maintains a high degree of accuracy, organization, and productivity in conducting customer transactions
Demonstrates knowledge of retail, loan operations, deposit operations and E-commerce tasks
Produces the expected volume of calls handled while also adhering to the Bank’s Customer Centric model
Prepares and processes documents completely and accurately
Quickly responds to internal inquiries
Responds to customer inquiries related to deposits, withdrawals, payments, general ledger entries, negotiable instruments, electronic banking, adjustments, fees, charges, and penalties
Uses judgment when reviewing and refunding deposit service charges
Uses judgment when reviewing and refunding loan late fees
Places stop payments on checks
Assists customers with debit card disputes and card maintenance, including travel notifications and activating Apple and Google Pay
Assists customers with proper completion of debit card and account fraud forms and processes
Exhibits a high level of caution when handling customer transactions and utilizes Multi Factor Authentication methods as necessary
Processes address changes for personal and commercial customers
Troubleshoots various technical issues with online banking and bill pay access
Introduces customers to bank websites, products, and services
Research inquiries requiring more complex assistance and response
Understands and adheres to bank policies and procedures for daily operations, security, and compliance
Attends all required regulatory training and other internal training as provided
Performs other duties as needed
The Solutions Center Representative works to meet and exceed service and solutions goals set by BayCoast Bank. Goals include, but are not limited to, the following categories: Solutions quality goals., Solutions goals., Productivity goals such as the number of calls handled each day and average solutions length., Effective use of customers' time (average work time per call)
The Solutions Center Representative is expected to report on time for his or her scheduled shift every day
The Solutions Center Representative must be ready to handle calls at the start of his or her assigned work time and is expected to adhere carefully to his or her work schedule and assigned break times. Work schedules require flexibility on the part of employees; therefore, Solutions Center Representatives may be required to alter their work times to meet the needs of the business. Solutions Center Representatives may be required to work remotely
Qualification
Required
High School Diploma (or equivalent)
1-2 years previous banking experience
able to deal with customers under circumstances requiring tact and diplomacy
strong interpersonal skills
strong verbal and written communications skills
able to handle confidential information
Preferred
Bilingual: Spanish/Portuguese a plus
Company
BayCoast Bank
BayCoast Bank is a bank that provides banking services, insurance, and investment services in Massachusetts and Rhode Island.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Marie Pellegrino
Senior Vice President and CFO
Jim Wallace
Executive Vice President & Chief Operating Officer
Recent News
Providence Business News
2025-11-14
Providence Business News
2025-07-16
2025-06-16
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