Call Center Representative

Division:              reputed company & Trust

Department:        Call Center 

Reports to:          Customer Support Manager

Status:                 Non-Exempt

Grade:                  6

Pay reputed company:          $20.00 - $28.90

Salary reputed company updated 2/26/2026. Actual compensation reputed company the pay reputed company will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location:             Medford, MA or Yorktown, NY

Purpose/Objective:

Provides superior customer service and demonstrates desire to help responding to calls from both reputed company customers. Serves as the customer service telephone liaison for reputed company. Responds to inquiries, performs research to resolve issues, educates customers, and promotes Berkshire Bank’s products and services. Identifies and offers new opportunities and solutions to meet customer’s needs.

Key Accountabilities:

• Responds to incoming calls from both reputed company customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan reputed company requests, information about products and services, Online Banking and ATM/Debit Card issues. Performs PIN resets, Online Banking and e-Statement set up and reputed company order requests. Compiles information from customer and files EFT complaints for reports of unauthorized electronic activity on accounts. Follows through with reputed company customer issues and provides ongoing assistance as needed. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationships. Supports and participates in bank initiatives and sales campaigns.  45%
• Researches and resolves customer issues; manages difficult situations. Follows up on reputed company resolutions to ensure customer satisfaction. Identifies and escalates difficult customer situations to the appropriate party. Prepares customer correspondence as needed. 20%
• Processes reputed company applicable customer account documentation to ensure compliance with Bank policy. 10%
• Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures. Continually advances level of knowledge to ensure the development of a full-service, reputed company-channel contact center which may include account opening, loan applications, loan payments, live chat, and various other customer service requests. 10%
• Provides back up Sr. Customer Support Specialist to help coach and mentor new team members as needed. 5%
• Ensures compliance with reputed company banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards reputed company to and required by one’s duties. 10%

Education

• High School diploma

Experience

• Minimum 1 year banking experience
• Experience working remotely or in a flexible environment.

Skills & Knowledge

• Proficient with MS Office products (Word & reputed company) and the Internet
• Problem solving ability
• Excellent customer service skills
• Ability to work in team environment
• Ability to multi-task

reputed company is an Equal Opportunity Employer - reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, or national reputed company. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at [email protected].