POSITION: CUSTOMER CONTACT CENTER SPECIALIST
The Customer Contact Center Specialist will focus on building long term relationships with clients and assist our customers in managing and servicing their bank accounts and finances and always striving to positively impact our customer’s financial wellbeing, whilst exhibiting our core values.
Key Result Areas:
Ensure every point of interaction with customers and colleagues is in line with our brand, values and mission of providing relationship-centric experiences.
Perform customer transactions via phone accurately and efficiently to ensure each interaction provides consistently high-quality experiences to internal and external customers.
Manage a call queue and make appropriate decisions by effectively using position authority, knowledge of operating and security procedures, and problem-solving skills to make on-the-spot decisions, including exceptions, adjustments, and overrides using 15 plus critical administrative sites.
Develop and maintain substantial knowledge of Bank products and services.
Responsible for performing a full range of customer service-oriented telephone and digital communications support activities to ensure customer satisfaction and compliance with Bank policies and procedures.
Participate in the implementation of emerging technologies as well as identify and respond to suspicious activity or fraud alerts through various channels. Proactive customer outreach is necessary for various reasons.
Sell and cross-sell the products and services of the Bank and its partners to prospective and existing business and personal customers based on their needs.
Provide support to all CCC functions, as necessary.
Perform additional duties as required.
HS Diploma or GED equivalent
Strong communication and interpersonal skills, with the ability to interact with all types of people and quickly build rapport
Strong sales and service skills, or the recognized ability to develop them
Ability to work independently and take accountability for actions, making quick, quality decisions
About Cambridge Savings Bank:
Cambridge Savings Bank is a full-service financial institution with approximately $5 billion in assets that is committed to improving the quality of life in the communities it serves. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services and has branches located in Arlington, Bedford, Belmont, Burlington, Cambridge, Charlestown, Concord, Lexington, Melrose, Newton, and Watertown.
Cambridge Savings Bank is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.