Call Center Representative

About This Role

Working as a Call Center Representative at Rockland Trust involves engaging customers across all areas of banking, from loans to online banking, and identifying their financial needs. This role is central to providing excellent service and care to customers and colleagues.

Responsibilities

• Handle a high volume of inbound and outbound customer calls professionally and courteously
• Listen to customer needs and provide clear, accurate information and solutions
• Process transactions correctly and confirm details with callers to ensure mutual understanding
• Resolve basic issues on the first call and escalate complex matters as needed
• Accurately document interactions and follow call scripts, quality standards, and company policies
• Use available resources and communication skills to prevent escalations
• Identify opportunities to grow customer relationships through referrals
• Complete all training requirements on time and suggest process improvements to CIC management
• Serve as a peer coach for new hires when qualified
• Report system issues promptly and maintain performance metrics (call quality, attendance, productivity)
• Maintain a positive and patient attitude in all situations
• Perform other duties as assigned by CIC management

Requirements

• High School diploma required (4-year college degree or equivalent work experience preferred)
• Basic understanding of banking or finance
• Good communication, problem-solving, and organizational/time management skills required
• Prior customer service experience preferred; prior sales experience a plus
• Proficient computer skills, use of Microsoft Office, and ability to navigate multiple systems without assistance

Benefits

• Competitive compensation with performance incentive awards
• Health Insurance
• Dental Insurance
• 401K and DC Plan for your retirement
• LTD & Life Insurance
• Day Care Reimbursement
• Tuition Assistance for graduate and undergraduate programs
• Award-winning Wellness program

Important Details

• Locations: Brockton, Franklin, Lowell, and Plymouth

About the Company

At Rockland Trust, each relationship matters, starting with its Call Center Representatives. The company takes pride in the care and excellent service provided by its call center staff.