Customer Care Representative - MountainOne - North Adams

Position: Customer Care Representative

Reports to: VP, E-Services and Call Center

Grade: 103

Supervises: None

Location: MountainOne Bank Headquarters

Job Summary:

Provides superior customer service within a dedicated call center environment. Speaks articulately and concisely using a friendly, professional and courteous tone while providing efficient resolution to customer complaints or inquiries. Strong commitment to achieving customer service excellence through delivery of value solutions and problem resolution.

The pay range for this position is $21.63 to $26.44 an hour dependant upon qualifications and experience.

Primary Responsibilities:

• Provide superior customer service in the handling of customer inquiries or complaints through both phone and email interactions.
• Demonstrates discretion in the ability to manage conflict and resolve problems in a professional manner.
• Strong knowledge of all products and services offered by MountainOne Bank, to include but not limited to deposits, loans, the issue and servicing of ATM and Debit Cards, Digital Banking, Bill Pay, Remote Deposit Capture, Debit Card Disputes and ACH, wires, tokens, etc.
• Actively refers loan origination, insurance and brokerage services to appropriate departments and affiliates.
• Commitment to ongoing training and education.
• Knowledge of all bank policies and procedures relevant to this position.
• Strong commitment to MountainOne’ s core values and established service standards.
• Performs related customer service and clerical duties as assigned by the VP, E-Services and Call Center.
• Maintains compliance with all related bank policies, confidentiality, Bank Secrecy Act, standardized procedures, and regulations.
• Daily review of pending deposits in both RDC and mobile.
• Reporting of Call Center Activity as well as analyzing and documenting Call Center volume, etc.
• Report customer fraud via fraud notification process.
• Monitor and reply to the Digital Banking support email box and assist branch network in resolution of E-Service issues for customers.
• Assists E-Services Department with daily tasks when needed.
• Other duties as assigned.

Qualifications:

• High School Diploma.
• Experience in Retail Banking or Call Center preferred.
• Excellent and proven interpersonal, verbal and written communication skills.
• Flexibility to be available during scheduled hours or cover other shifts as needed.
• Ability to handle conflict and resolve problems in a professional manner.
• Ability to deal with and show discretion in confidential matters.
• 10% availability to travel outside of 25-mile radius.
• Ability to sit, bend, perform computer input and/or answer the phone for extended hours.