Part Time Switchboard Operator/Customer Care Representative – Amazon Store
Overview:
The Switchboard/Customer Care Representative serves as the first point of contact for incoming calls to the financial institution’s main lines, supporting all three banks under the holding company in a shared services model. This position provides professional and efficient call routing, responds to general inquiries, and serves as a backup Customer Care Representative t to assist during peak call volumes, staff shortages, mergers, or upgrades/special projects.
Primary Accountabilities / Responsibilities:
Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal and external customers.
Switchboard Operations
Answer and route incoming calls to the appropriate department, branch, or staff member across all three banks.
Greet callers professionally, following established scripts and service standards.
Maintain knowledge of all bank departments, key contacts, and branch locations for efficient call transfers.
Log and report call routing trends and any frequent misdirected calls for process improvement.
Customer Care Backup Support
Provide timely and accurate information regarding banking products, services, policies, and procedures for all banks under the holding company.
Assist customers in navigating online banking systems and mobile apps, including troubleshooting, and guiding through processes.
Address billing inquiries, account discrepancies, and resolve transactional issues.
Investigate customer issues or concerns, ensuring that all problems are resolved in a professional, efficient manner.
Escalate complex issues to appropriate departments or management when needed, maintaining clear communication with customers during the process.
Follow up with customers to ensure satisfaction and that issues are fully resolved.
Handle inbound and outbound calls, emails, and chats with a high level of professionalism and empathy.
Document all customer interactions, inquiries, and resolutions accurately, ensuring detailed case tracking.
Maintain a calm and positive attitude in high-pressure situations, striving to exceed customer expectations.
Be familiar with the offerings and policies of the three banks under the holding company and ensure accurate guidance is provided across all institutions.
Ensure that customers are aware of relevant promotions, product changes, or bank-specific benefits that may apply to their accounts.
Collaborate with internal teams, including operations, technical support, and product departments, to ensure seamless customer experiences.
Provide feedback on customer issues or trends to help improve bank services and customer service processes.
Protect the confidentiality of non-public customer information (NPCI) and the security of our information technology resources. Adhere to the Bank’s Acceptable Use Policy, participate in security awareness training and successfully pass social engineering testing which are designed to provide the education necessary to enable employees to keep the bank secure. Employee awareness and vigilance are required in following these cyber security best practices and are the most effective weapon we have against cyber threats and fraud.
Position Requirements
High school diploma or equivalent required; some college preferred.
1+ years of customer service or call center experience, preferably in banking or financial services.
Strong communication skills, with a professional and friendly telephone manner.
Ability to multitask in a fast-paced environment while maintaining attention to detail.
Basic proficiency with Microsoft Office and ability to learn multiple banking systems.
Bilingual skills a plus
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
An Affirmative Action/Equal Opportunity Employer of protected veterans and individuals with disabilities. Applicants for employment are considered without regard to race, creed, color, religion, sex, gender identity, sexual orientation, marital status, genetic information, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard. Also, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
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