The Contact Center Specialist I is responsible for utilizing their advanced knowledge and technical skills to resolve inquiries effectively and efficiently, relative to the Bank's products and services.
*Please note that the new hire will be required to complete training (typically a 90 day period) in person at our Woburn location. Once training is complete, the role is 4 days remote and 1 day (Wednesday) in the office. ESSENTIAL FUNCTIONS Responds to inquiries and requests from external, internal, and potential customersGuides online users through the Banks consumer and business electronic banking services, including but not limited to, mobile banking, RDC, bill-pay, and external transfersResearch and resolve issues related to the Bank's products and servicesTroubleshoot customers' ability to perform online and mobile banking functionsProvide assistance with password resetsStay current with information systems and trainingProcesses account maintenance requests and other data entry functionsPerforms other deposit related functions as may be requiredPromotes and sells new products to existing and/or potential customers thorough a relationship-based approachAssists customers opening on-line accounts while detecting and preventing fraudJOB QUALIFICATIONS 1-2 years' experience in Banking Customer Service, Deposit Operations, Contact Center and/or Retail BankingComprehensive knowledge of the Banks deposit and services. Knowledge of loan products and credit card productsComprehensive knowledge of the Bank's electronic services, including but not limited to, consumer and business electronic banking, mobile banking, bill-pay, external transfers, people pay, debit cards, and wire transfersPractical knowledge of Cash Management services, including but not limited to, ACH origination, DESA, Lockbox, Remote Deposit Capture, and merchant servicesWorking knowledge of Bank policies and procedures including those governed by Federal or State RegulationsExperience/Knowledge of the following is preferred: MS Office applications, e-Manager, eVision, Customer Service Tool, Mobile Banking Admin Tool, Harland Clarke Checking Ordering, Vision Content, Sendpoint Dashboard, FIS IBS Insight, Business Service Tool, RSA, CMSe for Debit and ATM Cards, Data Navigator, Lockbox Central, Xpress Deposit, FXD, and Salesforce CRMAbout Northern Bank & Trust Company Northern Bank is a full-service bank dedicated to providing practical, common sense financial solutions to help our customers live their lives and grow their businesses. From deposit products to loans to payment and collections services, we work hands-on with our entrepreneurial customers, both locally and across the country, to provide the financial support they need to realize their personal and business goals. Founded in 1960, Northern Bank has assets of over $3 billion with 12 locations serving communities throughout Middlesex County. Northern Bank is a Member of the FDIC, and an Equal Housing Lender. For more information on online banking services, please visit www.NBTC.com or follow Northern Bank on Facebook (/NorthernBankM A/), Twitter (@northernbankma), Instagram (@northernbankma) and LinkedIn (company/northern-bank-ma/).