Job Description

Monson Savings Bank is seeking a friendly, professional, and customer-focused Customer Support Specialist to join our Customer Care Center team, working within a call center environment. If you enjoy helping people and providing exceptional service, this is the job for you!

As a Customer Support Specialist, you'll be the first point of telephone contact for customers, providing outstanding support and creating positive experiences. Some responsibilities include:

• Answering incoming customer calls in a positive, professional, and courteous manner
• Ensuring a positive customer experience by communicating clearly, verifying caller information, and handling sensitive situations with discretion and care while adhering to bank policies, procedures, and regulatory requirements.
• Responding to inquiries efficiently; routing calls to various departments or individuals as appropriate
• Assisting with basic account questions, transactions, and banking services
• Processing routine requests such as check orders, stop payments, and account updates
• Providing CD rate information and renewing CD’s when appropriate
• Assisting with debit card inquiries such as travel notifications, ordering replacement cards, and lost/stolen cards; escalating as appropriate.
• Reviewing online account applications and opening accounts as appropriate
• Maintaining compliance with banking regulations, policies and procedures
• Handling sensitive situations with professionalism, patience, and empathy
• Assisting with various projects and administrative tasks

This Non-Exempt, Full-time position works approximately 37.5 hours per week, within the Bank’s standard business hours, including frequent Saturdays. Work location is 100 Post Office Park, Wilbraham, MA. Regular in-office presence is required.

The ideal candidate is a customer-focused individual with

• High school diploma or equivalent
• Minimum one year customer service experience
• Excellent communication, interpersonal and active listening skills
• Ability to follow scripts and procedures with accuracy and consistency
• Ability to remain calm, respectful and professional in an occasionally fast-paced environment
• Strong organizational skills with ability to manage multiple responsibilities
• Basic computer and keyboard proficiency. Ability to learn and navigate internal operating systems
• Team-oriented mindset with the ability to work independently

• A commitment to confidentiality, regulatory compliance, and professional integrity.

Benefits of working for a local community bank include paid time off, 401(k) with company match, suite of insurance benefits including medical, dental and more! This is a great opportunity to join a successful, local bank that has a rich history of investing in employees and local communities for more than 150 years!

Monson Savings Bank is an Equal Opportunity Employer to all protected groups, including protected veterans and individuals with disabilities.

Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential position functions.

Join our growing and dynamic team! We are a successful community bank dedicated to our customers, associates and communities!

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