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North Shore Bank Customer Care Specialist (Peabody, MA) in Peabody, Massachusetts

North Shore Bank is actively recruiting for a Full Time Customer Care Specialist to work in its Contact Center in Peabody.

Position Summary:

A Customer Care Specialist draws upon a detailed knowledge of bank products and services to provide internal and external customers with exceptional service and expertise. Using verbal and written communication skills, the Specialist is adept at quickly and accurately solving problems and answering questions to enhance customer relationships with the bank.

  • Provides quality customer support both over the phone and in writing. Responds to customer inquiries in a timely manner. Actively listens and responds to customer needs; provides excellent customer service and satisfaction to ensure customer loyalty. Handles a variety of customer issues. Identifies complex problems, researches, and offers solutions to provide complete resolution to customer’s satisfaction.

  • Confirms Identity of caller to protect his/her personal and financial information.

  • Uses every opportunity to create new or deepen existing customer relationships. Asks probing questions that would help uncover customers’ needs and offer the best product or service solution.

  • Acknowledges and reports customer complaints to supervisors in a timely manner to ensure customers issues or concerns are being addressed promptly.

  • Demonstrates strong knowledge of internet, mobile, debit card and online banking platforms. Troubleshoots online banking and bill pay service calls.

  • Provides quality service and support in processing requests in a variety of areas including but not limited to: general questions on consumer and business deposit and loan accounts, online banking, mobile banking, debit cards and stop payments.

  • Possesses solid written communication skills. Identifies customers who are in need of more advanced financial services advice and refers them to the appropriate person in the bank.

  • Complies with all banking regulations in addition to NSB policies and procedures. Successfully completes all compliance training.

  • Perform other duties as requested.


    • Contact(Call) Center experience preferred
    • Must be customer focused and able to communicate in a clear and professional manner.
    • Problem solving skills
    • Sales Oriented
    • Previous experience in a customer service environment is required
    • Ability to work effectively in a team environment
    • Proficient in using a Windows based PC, Microsoft Outlook, Excel, and Word.

    NSB offers competitive benefits packages, which include the following:

  • Medical, Dental and Vision on day 1 - no waiting period

  • 401k with company match

  • Paid Time Off - Vacation, Personal, Sick, Holiday

  • FSA/DC/HSA Accounts

  • Company Paid Short-Term Disability

  • Company Paid Long-Term Disability

  • Paid Family Medical Leave

  • Company Paid Life & ADD

  • Voluntary Life

  • Tuition Assistance

  • Hospital Indemnity Plan

  • Employee Referral Bonus

  • Employee Banking Discounts

  • Supplemental Insurance Plans with AFLAC

  • Pet Insurance

  • Weekly Jeans Day Program

  • Service Recognition Program

  • Wellness Benefits including Weight Watchers, Mind & Body, Gym Memberships and much more!

    North Shore Bank is an EOE. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.