Temporary Call Center Customer Service Representative - HarborOne Bank

Who We Are:

For over a century, HarborOne’s mission has not wavered, total commitment to our customers, our communities, and our colleagues. Founded in 1917 to serve the growing financial needs of our local communities, HarborOne continues to honor and embrace its commitment to strengthen and empower the communities where our customers and employees live and work.

Today, HarborOne has 30 branches in southeastern Massachusetts and Rhode Island and 2 commercial lending offices in Boston and Providence. Our corporate values of accountability, integrity, respect, trust and teamwork are core to how we manage our business and our relationships with our customers. Working at HarborOne will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference.

Job Description:

We are looking for a customer service represensentative to provide temporary coverage on our team. As a member of HarborOne’s customer service team, you will be joining a supportive team that is passionate about helping our customers and team focused. We strive to act as one to achieve excellence beyond our customer’s expectations, efficiently managing our customer needs and providing a warm personalized experience that creates the opportunity to recommend additional products and services that fit our customer’s financial goals.

This position is responsible for exceeding customers' service and sales expectations in an inbound call center environment.  Activities include efficiently managing customer needs and issues assessment, problem resolution, account maintenance, and identification of and capitalization on cross-sell and up-sell opportunities.

Responsibilities:

• Utilizing knowledge of bank products and services, service incoming customer calls in an efficient and quality service-oriented manner.
• Create, develop, retain and strengthen long term relationships with customers and potential customers by providing products and services that meet their needs. Investigate and resolve a wide variety of issues by gathering information and providing solutions for customer satisfaction
• Build rapport with customers, actively listen to customer requests, inquiries and issues. Assess situations, apply sound judgement and negotiation skills and work within established policies and procedures to efficiently resolve customers' needs and issues. Maintain a good working relationship with other business partners and co-workers to facilitate customer issues.
• Recognize opportunities to promote products and services to meet the financial needs of our customers. Independently resolve customer issues. Evaluate and make decisions regarding exceptions to fees and policies. 
• Identify cross-sell and up-sell opportunities and capitalize on them to achieve successful referrals and completed applications. Encourage, influence use of electronic banking options, including on line banking, bill pay IVR, etc.
• Manage and utilize time effectively to ensure call group meets expected service levels for improved customer satisfaction.
• Actively participate in sales and service meetings. Provide ideas for improving methods to service customers.  Share knowledge with other team members of the department.  Apply suggested improvement methods to daily interactions with customers. 
• Maintain flexibility with scheduling and being "on-call." Maintain knowledge of all Call Center procedures and cross train on switchboard operator function.
• Accurately complete on-line account transactions, maintenance and service requests to other areas of the bank. Work closely with other divisions in gathering information and resolving issues.
• Maintain an excellent understanding of HarborOne products and services, procedures, policies and appropriate regulatory issues in relation to deposit/loan and transaction accounts. Consistently meet monthly performance goals such as accuracy and quality service standards.
• Perform all duties professionally and within the bank's quality service and customer confidentiality standards.
• Maintain an excellent understanding of applicable regulations and laws including but not limited to; Bank Secrecy Act; Privacy; and Fair Lending.
• Maintain an up to date understanding of bank policies and procedures as they relate to compliance.

Required Skills:

• High School Diploma or equivalent.
• Minimum of 1 year of customer service experience in a financial or retail industry and/or contact center environment.
• Strong communication skills and ability to maintain composure when dealing with challenging customer situations.
• Perform basic multi-tasking skills.
• Ability to read, analyze, and understand various procedures and governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Strong verbal and written communication skills.
• Basic computer knowledge including Microsoft Office programs such as Word, Outlook and Excel.
• Ability to utilize the basic Microsoft Office functions to copy, paste, edit, format, and filter and enter basic formulas.
• Ability to independently discern customer needs and recommend the most appropriate resolution, product or service while working within established bank policies.

Compensation:

Offers will be determined based on job-related knowledge, skills, experience, and location.

Benefits:

Our benefit package* may include:

• Paid vacation and sick time
• Medical and dental insurance
• Pre-tax premium program
• Health Reimbursement Account/Health Savings Account
• Employee Stock Ownership Plan (ESOP)
• 401K plan
• Life Insurance
• Tuition reimbursement and tuition assistance programs
• Short term and Long term disability insurance

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State or Local status unrelated to the performance of the work involved.