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The Village Bank Call Center Representative in Newton, Massachusetts

A Customer Care Representative is responsible for performing a full range of customer service oriented telephone and e-mail support activities to ensure customer satisfaction and compliance with banking regulations.

These activities include all aspects of debit cards, transfers, loan payments, stop payments, research requests, address changes, check orders, etc. In addition, Customer Care Representatives support online and mobile banking, bill pay, person- to-person payments, eStatements, the Bank's mobile app, business internet banking, as well as participate in the implementation of emerging technologies. Identifying and responding to suspicious activity or fraud alerts through these various channels is a vital part of the job. Proactive outreach is necessary to confirm authorized activity and mitigate fraud loss.

With high volumes of customer interaction, business development opportunities are expected which include referrals to account opening, lending, investments, etc. playing a major role in the Bank's strategic goals and overall customer experience.

  • Handles all aspects of customer correspondence in the most professional and efficient manner possible, adhering to the “sunset” rule by returning any calls / e-mails by the end of the business day.

  • Researches and resolves customer’s issues as needed which include a myriad of products and issues; resetting on-line banking passwords, research bill payment issues, debit card usage, stolen or lost cards, remove inactive cards from the system, deposit verifications, funds availability, check re-orders or assisting retail staff members (list not all inclusive).

  • Responsible for outbound efforts including assisting locked out online banking users, enrollment issues, potential debit card fraud, returned mail resolution, etc

  • Seeks opportunities to provide the best possible customer experience by recommending solutions, presenting options and cross-selling products and services when appropriate.

  • Provides professional responses for all verbal and written customer correspondence ensuring consistent service that customers can depend on.

  • Manages all aspects of customer address changes, staying aware of potential red flags.

  • Responsible for monitoring the Bank’s fraud detection systems, detecting and responding promptly to potential account takeovers, Debit/ATM card fraud, as well as any other unauthorized activities.

  • Maintains work volume statistics for reporting purposes and to keep records of customer service requests; actively uses customer relationship software.

  • Expected to be an expert in the Bank’s electronic delivery channels seeking knowledge of emerging technologies

  • Supports Community Commitment Initiative by volunteering or attending Bank sponsored events, charitable events, and networking.

High School diploma or general education degree (GED).

2 or more years of banking experience; previous call center experience preferred.

Advanced knowledge of banking products, compliance, and regulations

Effective listening and communication skills.

ID: 2020-1242

External Company Name: The Village Bank

External Company URL:

Street: 320 Needham St