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Customer Care Center Specialist II
Needham Bank
Provide customer service and banking solutions to Needham Bank customers and communities via the Customer Care Center channel, identifying and resolving customer needs and providing information on bank products and services.
14d ago
Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years)
Full Time
Needham, MA
Office Full-Time
Company Size
200 Employees
Service Specialisms
Business Checking
Business Savings
Cash Management
Commercial Loans
Business Overdraft Protection
Business Credit Card
Business Online & Mobile Banking
Merchant Services
Sector Specialisms
Commercial Real Estate
Construction
Industrial Parks
Retail Space
Apartment Properties
Mixed Use Properties
Role
What you would be doing
loan support
product education
resource utilization
service resolution
issue analysis
problem solving
- Customer Care Center specialists work in an inbound contact center that requires sitting and taking calls. Being available for our customer is a priority that creates a need to adhere to schedules to ensure customers have every opportunity to connect with a bank professional when they want to.
- Identify, support and resolve the service needs of customer calling into Needham Bank.
- Address basic and complex loan inquiries and pay off questions.
- Asks and answer questions, listen to what is said and not said to fully understand the need and provide the resolution to the customers needs the first time.
- Actively analyze/resolve complex problems through creative solutions.
- Educate and explain features and benefits of bank products such as deposit, card products, loan servicing and mobile and online banking.
- Listen and understand the customers need and provide solutions for our customers.
- Maintain a professional manner at all times
- Utilize all tools and resources available to resolve more complex customer issues.
- Provide this support in a professional, fast-paced environment that requires accuracy, multi-tasking and effectively communicating resolutions in an efficient manner.
- Complete general service request such as change of address, balance and transaction inquiries, loan inquiries, transfers, and card lost stolen and claims intake.
- Provide education to customers on how to conduct simple transactions through self-service technologies that benefit them.
- Navigate multiple computer applications while interacting with customers.
- Resolve complex customer service inquiries and trouble shoot and provide resolution to digital banking issues
- Demonstrate and promote high ethical standards and behaviors
What you bring
customer service
banking experience
problem solving
technology proficiency
customer engagement
attendance
- Demonstrate understanding of the multiple ways customers bank using online and mobile technology, branch and contact centers and ability to educate and explain the services and channels so the customer needs will be met through the different channels.
- Prior e-banking experience a plus
- Knowledge of Banking preferred
- Understand which products/services will work best for our customer throughout the relationship and how to successfully resolve customer requests using available tools and resources.
- Has demonstrated a commitment to excellent attendance and proven reliability and can work the agreed upon schedule.
- Adaptable and embraces ongoing change and learning new technology/processes.
- Has demonstrated the ability to engage with customers - begin a conversation, anticipate questions, actively share information using plain language, build rapport and handle objections.
- Communicates effectively and confidently
- Has 2 or more years of customer service experience, including experience handling difficult client situations.
- Fluent in written and verbal English communication skills
- Has a skilled level of proficiency with computers and current technology.
- Better prepared if you have (desired skills and qualifications) 1+ year of experience in the banking/financial industry. 1+ year of experience working in a client service call center
- Strong customer service and problem-solving skills
- Has demonstrated being a dependable team-player attitude with an understanding that calls must be handled immediately.
- High school diploma or equivalency required
- Highly motivated and can handle multiple tasks
- Ability to adhere to Needham Banks Core Values (Focus on Customer Relationship, Embrace Change, Work as a Team, Be an Asset to Your Community, Always Learn, and Do the Right Thing)
- Must be comfortable receiving ongoing performance feedback and coaching.
- Demonstrate ability to trouble shoot and problem solve.
- Normal business office environment
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- criminal background check
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Company
Overview
Since 1834
Year of founding
Established as one of the oldest financial institutions in New England.
- A trusted financial partner, offering a wide range of banking solutions including personal banking, business services, and loans.
- Focused on building lasting relationships with clients through dedicated customer support and tailored solutions.
- Known for its deep commitment to local businesses, supporting growth and financial stability across New England.
- Consistently demonstrates resilience, adapting to changing financial landscapes while maintaining strong community roots.
- Expanding its services to meet the evolving needs of both individuals and businesses.
- Specializes in residential and commercial real estate loans, helping customers navigate home buying and property investments.
- Plays a key role in supporting local entrepreneurs, offering business loans and financial services that promote growth and innovation.
- We are committed to providing exceptional service to our customers.
- We build long-term relationships based on trust, respect, and loyalty.
- We are a team-driven organization that values collaboration and communication.
- We embrace innovation and continuous improvement to better serve our customers.
- We support the communities in which we operate by engaging in local partnerships and activities.
- We foster a work environment that encourages professional growth, diversity of thought, and inclusivity.
2030 Target
Net Zero Emissions Goal
Aims to achieve net zero emissions by 2030.
- Committed to reducing environmental impact and promoting sustainability.
- Uses energy-efficient technologies in office spaces to minimize energy consumption.
- Promotes green initiatives by supporting environmentally responsible projects and partnerships.
- Focuses on sustainability through reducing paper usage, increasing recycling efforts, and energy conservation.
- Promotes a culture of inclusion and diversity throughout the organization.
- Has a gender-diverse workforce, with a commitment to ensuring equal opportunities for all employees.
- Focuses on increasing female representation in senior leadership roles.
- Aims to increase diversity in its workforce while ensuring fairness and equal opportunity.
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