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Middlesex Savings Bank Customer Service Representative Online Banking in Westborough, Massachusetts

This position is eligible for a Hybrid work schedule, three days in Westboro, MA and two days remote. New Hires are eligible for a $2,500.00 sign on bonus

The Online Banking Customer Service Representative is a key role focused on providing exceptional service to consumer and business customers through both direct customer contact and administrative activities. The CSR is expected to be highly proficient in resolving problems, aid in the resolution of complicated customer issues, understand and explain various digital banking products and services, identify customer needs, and recommend appropriate solutions.

Serves as a subject matter expert providing internal support for other customer-facing areas such as Community Banking and Cash Management, as well as customer support areas including Loan Servicing and Payment Systems. Performs any functions, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers and co-workers.

  • Effectively communicate and assist internal and external customers in a professional manner, identify their needs, provide information, and resolve complex issues via telephone and electronic means in a fast-paced environment that requires accuracy, multi-tasking, and strong attention to detail.

  • Demonstrate an understanding of the multiple ways customers utilize online and mobile technology to meet their banking needs. This includes familiarity with various internet browsers, operating systems, settings, and devices.

  • Navigate multiple computer applications while simultaneously interacting with customers and/or completing administrative activities.

  • Maintain effective knowledge of the Bank’s online banking system in order to serve as a subject matter expert.

  • Manage time and priorities effectively, while being mindful of tasks assigned to teammates and availability of resources, in order to meet department SLAs.

  • Process all tasks related to deposit account applications submitted via the online account opening system. Review submitted applications for completeness, successful completion of identity validation, and ensure all Bank required qualifications are met. Perform any additional system maintenance and fulfill requests for related services. Provide timely follow up of incomplete applications.

  • Process all tasks related to business online banking enrollments and modifications. Review forms for completeness and validate the requestor’s authority by reviewing supporting documentation. Accurately perform system maintenance ensuring appropriate access to accounts and features.

  • Review daily reports relating to customer online banking activity to identify and prevent fraudulent activity and unauthorized access.

  • Identify and report confirmed or suspected fraud occurrences. Maintain awareness of fraud engineering threats and ways to protect customers and the Bank.

  • Validate reported system issues. Report confirmed issues in a timely manner to ensure resources are assigned and to minimize negative customer impact.

  • Meet stated expectations for all call related statistics including, but not limited to, Answer Rate, Call Monitors and Wrap-Up codes.

  • Protect customer information by following department and Bank Information Security Policies and Procedures. Comply with all applicable regulatory, Bank, and department practices and procedures.

  • Adhere to all Bank and department standards including but not limited to the Online Banking Department Employee Standards and Remote Work Standards.

  • Refers sales opportunities to other departments or bank affiliates in support of established objectives.

  • Represents the Bank through active participation in community and industry organizations and events and promotes the business interest of the Bank.

  • Performs related and unrelated duties as may be required.

  • High school diploma required; some college highly preferred. 1 to 2+ years’ experience in customer service - preferably in banking or financial services.

  • Must possess at least intermediate technology skills, including knowledge of internet browsers, operating systems, and MS Office. Proficiency with navigating multiple monitors, browser sessions, and applications simultaneously.

  • Must be self-motivated and work well in a team. Ability to be successful in a fast-paced environment, have appropriate sense of urgency, and commitment to provide high level of customer service.

  • Must possess effective oral and written communications skill and demonstrate organizational skills.

  • Must use available resources and critical thinking skills to solve problems.

  • Strong attention to detail required.

  • Must be able to work extended hours, weekends and some holidays.

Middlesex Savings Bank is an EO/AA Employer: Min/Fem/Vet/Disabled

Search Firm Representatives, Please Read Carefully: Middlesex Savings Bank does not accept unsolicited resumes from search firms for this or any employment opportunity.

Req #: 4474

Standard Working Hours: Monday to Friday 8:00AM to 5:00PM

External Company URL: www.middlesexbank.com

Street: 120 Flanders Road

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