Position : Sr. Customer Support Specialist

　　Division: Retail Banking

　　Department: Customer Support Center

　　Reports to: Customer Support Manager

　　Status: Non-Exempt

　　Grade: 6

　　Pay range: $19.00 - $27.00

　　Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

　　Location: Hybrid within MA, CT, NY, VT, RI

　　Purpose/Objective :

　　Provides superior customer service and demonstrates desire to help in responding to inquiries from both internal and external customers. Serves as the customer service telephone liaison for Berkshire Bank. 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 customers’ needs.

　　Key Accountabilities :

　　Responds to incoming calls from both internal and external customers. Ensures excellent customer service by responding to general account inquiries, deposit and loan rate requests, information about products and services, Online Banking and ATM/Debit Card issues. Performs PIN resets, Online Banking and e-Statement set up and check order requests. Responds to Web Support, and Online Banking inquiries. Compiles information from customer and files EFT complaints for reports of unauthorized electronic activity on accounts. Follows through with all 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 with a focus on the BUCS scorecard program. May assist in training to enhance process understanding. 40%

　　Researches and resolves customer issues; manages difficult situations. Follows up on all resolutions to ensure customer satisfaction. Identifies and escalates difficult customer situations to the appropriate party. Correctly prepares customer correspondence as needed. 30%

　　Continually advances level of knowledge to ensure the development of a full-service, omni-channel contact center, which may include account opening, loan applications, loan payments and various other customer service requests. Processes all applicable customer account documentation to ensure compliance with Bank policy & procedure. 15%

　　Participates in the onboarding process of new team members in conjunction with the Customer Support Center training team. Serves as a training buddy to coach, inform, motivate, and mentor new team members in support of delivering a consistently exceptional customer experience. 15%

　　Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.

　　Education:

　　High School diplomaExperience:

　　Minimum 3 years’ banking experience

　　Experience working remotely or in a flexible environment.

　　Skills & Knowledge:

　　Proficient with MS Office products (Word & Excel) and the Internet

　　Problem solving ability

　　Excellent customer service skills

　　Ability to work in team environment

　　Ability to multi-task

　　Excellent communication and interpersonal skills

　　Excellent telephone and active listening skills

　　Ability to elicit customer needs with speed and composure

　　Ability to handle difficult situations and customers

　　Courteous, positive attitude

　　Ability to speak multiple languages a plus

　　Flexible work schedule expectation support business needs.

　　Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.