Customer Care Center Representative

Join Mascoma Bank as a Customer Care Center Representative and help us improve our clients' financial being! At Mascoma Bank, we aim to provide exceptional customer service while enhancing the lives of our customers and communities.

The Customer Care Center Representative ensures that customer's banking needs are handled in a friendly, accurate and timely manner, utilizing a variety of services and tools available. The Customer Care Center Representative is the bank's telephone ambassador, creating a positive experience that directly contributes to customer satisfaction and loyalty. Provides a variety of customer service tasks. Utilizes knowledge based upon experience when interpreting policies and procedures, and making exceptions as required.

• Professionally handles a large volume of inbound and occasional outbound telephone calls.
• Handle customer account transactions with accuracy and a sense of urgency.
• Must be able to articulate a customer's perspective and act on available information.
• Must be able to work independently as well as in a team environment.
• Must possess a high degree of tact, diplomacy, confidentiality, and professionalism when dealing with all types of customers.
• Work collaboratively with all internal customers to resolve customer inquiries are handled in a timely and efficient manner.
• Cover a wide variety of account maintenance responsibilities; including but not limited to speaking directly with customers to promote products and services to meet their needs and simplify their banking.
• Work within the bank guidelines and goals to meet goals by:
• Interpreting and explaining customer options while considering policies and programs.
• Insuring that approved operating policies and procedures are implemented and maintained while servicing the customer.
• Continually identifying recommendations for improvements while using operating methods and procedures.
• Providing customers with information and assistance; responding to a variety of customer questions or complaints.
• Through excellent communication skills strives to meet established high customer satisfaction goals.
• Endorses and participates in the Bank's program including: Stakeholders and Situational Leadership.
• Adheres to Sales and Service Standards and the Banks Purpose and Values.
• Makes referrals to Business partners to meet the customer needs.
• Represents the Bank in the community and promotes and develops additional business by:
• Contacts existing customers to determine their satisfaction. Responsible for making monthly calls to branch customers (when possible)
• Insuring that a continuous effort is made to keep customers and the public informed about banking services.
• Adheres to and upholds all written policies and procedures of Mascoma Bank, including BSA/CIP and OFAC monitoring and reporting, security, operation, and personnel policies.
• This job description provides a general overview of the role and is not intended to provide a comprehensive list of all duties and responsibilities.

Work Location: This position has can be performed in our office in Claremont, NH, or our Operations Center in White River Junction, VT.

What You Bring

• Two (2) to three (3) years of branch experience as a personal banker preferred.
• Knowledge of computers/strong typing skills.
• Strong written and verbal communication skills and proficiency in problem-solving.
• Great, positive attitude and likes to work with people on a team.?
• Flexibility in job schedules.
• Good interpersonal communication.
• Professional appearance; casual dress is allowed as this is not a customer facing position; grooming and hygiene consistent with Mascoma Bank appearance policy
• Excellent problem-solving skills required.
• Excellent oral and written communication skills required.
• Ability to maintain confidentiality and privacy of customer information.

If you are interested in the role and do not meet 100% of the requirements, we are still interested in hearing from you!

Why Mascoma Bank?

• Strong culture of belonging with a team that values creativity, new perspectives and innovation.
• Community first minded. We care about our employees and the communities we serve.
• Competitive compensation.
• Flexible work environment with onsite, remote and hybrid opportunities.
• Career development and internal career mentorship.
• Comprehensive health care, dental care, and vision.
• 401(K) Program: 4% safe harbor employer match on top of 5% non-elective contributions following one year of service.
• Generous PTO starting at 22 days per year, not including 11 paid holidays and 16 hrs. of Volunteer Time Off.
• Tuition Reimbursement.
• Student Loan Paydown and so much more!

Background and Credit Check

As part of our commitment to maintaining a secure financial institution, all final candidates will be required to successfully complete background and credit screenings as part of the hiring process. These screenings will be conducted in accordance with applicable laws and industry regulations.

Please note: Having a record on a background or credit report does not automatically disqualify you. We evaluate results on a case-by-case basis, taking into account their relevance to the role and any regulatory requirements.

Our Commitment to Belonging!

The communities served by Mascoma Bank consist of individuals from diverse backgrounds. Our employees likewise bring unique perspectives, experiences, and approaches to the bank. We strive to create a safe and welcoming environment for all who pass through our doors and a workplace that actively demonstrates mutual respect and trust, one of our core values. A truly inclusive culture leads to a sense of belonging and support for all team members and inspires innovation and creativity. We are committed to recruiting and retaining a diverse talent pool, increasing team member engagement through professional development and community outreach activities, and offering personal growth workshops and team-building opportunities. By embracing diversity, equity, and inclusion, we strengthen our communities and ourselves.

Mascoma Bank is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, ethnicity, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, status as an individual with a disability, or other applicable legally protected characteristics. To request reasonable accommodations, please contact careers@mascomabank.com.

Mascoma Bank is an Affirmative Action and Equal Opportunity Employer, M/F/D/V.

Salary Description

$20.00- $24.68/Hour