A Customer Care Representative is responsible for performing a full range of customer service oriented telephone and e-mail support activities to ensure customer satisfaction and compliance with banking regulations.
These activities include all aspects of debit cards, transfers, loan payments, stop payments, research requests, address changes, check orders, etc. In addition, Customer Care Representatives support online and mobile banking, bill pay, person- to-person payments, eStatements, the Bank's mobile app, business internet banking, as well as participate in the implementation of emerging technologies. Identifying and responding to suspicious activity or fraud alerts through these various channels is a vital part of the job. Proactive outreach is necessary to confirm authorized activity and mitigate fraud loss.
With high volumes of customer interaction, business development opportunities are expected which include referrals to account opening, lending, investments, etc. playing a major role in the Bank's strategic goals and overall customer experience.
This is a detail orientated position responsible for performing pre and post-closing duties relating to the servicing of the Bank’s retail and commercial loans. Support functions include but are not limited to, customer service for existing loans, loan reporting, transaction processing, escrow disbursements, pay-off calculations, collections, account reconciliations, quality control and project management support. By following The Pledge; assists in the attainment of departmental goals and promotes other banking products and services to our customers.
Greets customers, vendors, service providers and directs them to appropriate areas/people. Maintains a visitor log for security purposes and ensures visitors do not proceed into restricted areas of the office. Answers switchboard calls from lending customers and directs calls to appropriate people/departments. Processes and distributes internal mail. Performs a variety of support functions for all areas of the office including data collection, mailings, reports, and clerical functions.
Understands and maintains the Bank’s standards for service, customer satisfaction and relationship building with every customer, every transaction, every time. On a daily basis, processes a wide variety of monetary transactions, demonstrating accuracy and adherence to the Bank’s procedures, policies and banking regulatory requirements. Professional tellers are responsible for providing a positive customer experience. There are two Full-Time openings - one in our Wayland, MA, branch and another in our Nonantum, MA, branch.