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HarborOne Bank Temporary Customer Service Representative - Call Center (Hybrid) in Brockton, Massachusetts

Temporary Position

HarborOne is looking to grow our Customer Service team with energetic, career driven individuals that want to be part of strong team environment. Our mission at HarborOne is to provide a personalized experience while caring about every customer. We focus on understanding their financial goals for today and dreams for tomorrow. We are unwavering in our commitment to the communities we serve.

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.

Click here to learn more about working at HarborOne.

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.

Effectively handles inquiries and complaints, makes appropriate decisions using Bank policy and procedures, and escalates inquiries to management when appropriate. Maintain a good working relationship with other business partners and peers to facilitate problem resolution.

Recognize opportunities to promote products and services to meet the financial needs of our customers and capitalize on them to achieve successful referrals and completed applications.

Manage and utilize time effectively to ensure service levels requirements are met.

Actively participate in team and service meetings. Provide ideas for improving methods to service customers. Share knowledge with other team members of the department.

Accurately complete on-line account transactions, maintenance and service requests. Collaborate with other divisions in gathering information and problem solving.

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.

COMPLIANCE: 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, procedures and compliance by attending or completing periodic trainings.

The Call Center Customer Service Representative is required to register with the Nationwide Mortgage Licensing System and Registry ("NMLS"), obtain a unique identifier and annually renew the registration, as defined by the S.A.F.E. Act requirements.

Education and/or Experience

High School Diploma or equivalent.

Minimum of 1 year of customer service experience working in a customer focused environment, financial or retail industry and/or contact center environment.

Excellent phone etiquette.

Basic computer knowledge.

Ability to read, analyze, and understand various procedures and governmental regulations. Ability to write business correspondence. 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.

Call Center Hours:

Monday-Friday 8:00AM-8:00PM

Saturdays 8:00AM-2:00PM

Training Schedule:

All new team members will participate in on-site training for 4-6 weeks minimum at our Brockton Headquarters. Upon completion of training and meeting guidelines to work independently, new hire may begin working a hybrid schedule.

HarborOne Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ID: 2022-3054

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