Solutions Center Representative
Remote / Online - Candidates ideally in
Swansea, Bristol County, Massachusetts, 02777, USA
Listing for:
BayCoast Bank
Remote/Work from Home
position
Listed on 2026-01-26
Job specializations:
-
Customer Service/HelpDesk
Customer Service Rep, Bilingual, Bank Customer Service, Call Center / Support
Job Description & How to Apply Below
Position: SOLUTIONS CENTER REPRESENTATIVE
Overview
Bay Coast Bank - SOLUTIONS CENTER REPRESENTATIVE
DEPARTMENT
: SOLUTIONS CENTER
LEVEL
: 105
FLEXIBLE WORK PROGRAM ELIGIBILITY CODES
:
Remote Work (RW) & Hybrid Work (HW)
Bilingual
:
Spanish/Portuguese a plus
Function
The primary function of Bay Coast Bank's Solutions Center Representative is to provide customers service and solutions by telephone, email, and other forms of electronic communication. The Solutions Center Representative receives incoming telephone calls and other communications from customers needing assistance with existing accounts, as well as telephone calls from potential customers with product inquiries. Substantial knowledge of Bay Coast Bank's products and services is required to ensure that information communicated to the customer is accurate and complete.
The Solutions Center Representative also places outgoing telephone calls to customers in connection with specific service requests, or to welcome them to new services and answer questions. The Solutions Center Representative communicates with the customer verbally and in writing, both electronically and on paper. The Solutions Center Representative complies with all Bank policies and procedures, as well as all applicable state and federal banking regulations.
Responsibilities
Serves as the first point of contact for customers reaching the bank by telephone or electronic channels.Represents the Bank with a friendly and helpful demeanor with every interactionEffectively engages with customer inquiries in a courteous and efficient manner according to the Bank's problem resolution procedures.Accurately processes various customer transactions.Leverages problem-solving and strong communication skills to resolve customer issues.Adheres to Customer Centric service standardsEmbraces the Bank's commitment to Solutions by seeking and recognizing opportunities to refer new business to different areas of the Bank, Bay Coast Insurance, Plimoth Investment Advisors, Bay Coast Mortgage Company, Priority Funding, and Teamwork FundingBehavior and performance align with the guiding principles and purpose that define the organization's mission (To provide exceptional service and solutions for our community), and core values (Take pride in what I do; Believe that what I do is important; Care about people; Have a positive attitude).Uses Salesforce to document and enhance the customer experienceKnows features and benefits of Bay Coast Bank productsEvaluates customers' needs by being consultative and encouraging discussion to offer solutionsEnthusiastically participates in bank-sponsored training programs, campaigns, and contests.Confirms identity of caller to protect personal and financial information.Maintains a high degree of accuracy, organization, and productivity in conducting customer transactionsDemonstrates knowledge of retail, loan operations, deposit operations and E-commerce tasksProduces the expected volume of calls handled while also adhering to the Bank's Customer Centric modelPrepares and processes documents completely and accuratelyQuickly responds to internal inquiriesResponds to customer inquiries related to deposits, withdrawals, payments, general ledger entries, negotiable instruments, electronic banking, adjustments, fees, charges, and penalties.Uses judgment when reviewing and refunding deposit service chargesUses judgment when reviewing and refunding loan late feesPlaces stop payments on checksAssists customers with debit card disputes and card maintenance, including travel notifications and activating Apple and Google Pay.Assists customers with proper completion of debit card and account fraud forms and processes.Exhibits a high level of caution when handling customer transactions and utilizes Multi Factor Authentication methods as necessary.Processes address changes for personal and commercial customers.Troubleshoots various technical issues with online banking and bill pay accessIntroduces customers to bank websites, products, and services.Research inquiries requiring more complex assistance and response.Understands and adheres to bank policies and procedures for daily operations, security, and compliance.Attends all required regulatory training and other internal training as providedPerforms other duties as needed.The Solutions Center Representative works to meet and exceed service and solutions goals set by Bay Coast Bank. Goals include, but are not limited to, the following categories:- Solutions quality goals.
- Solutions goals.
- Productivity goals such as the number of calls handled each day and average solutions length.
- Effective use of customers' time (average work time per call).
The Solutions Center Representative is expected to report on time for his or her scheduled shift every day.The Solutions Center Representative must be ready to handle calls at the start of his or her assigned work time and is expected to adhere carefully to his or her work schedule and assigned break times. Work schedules require flexibility on the part of…
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