Job Description

KNF&T Staffing is seeking customer service and call center candidates for several full time, contract to permanent CSR roles with our Marlborough financial services client. 

Primary Function:

Understand and explain all offered products and services, identify members’ needs, and cross-sell appropriate products. Provide members with quality service and accurately process routine transactions in a timely manner. 

Typical Responsibilities:

• Answering all calls within the specified service levels
• Providing members with efficient and professional service and directing calls to the appropriate department when necessary
• Understand and explain all products and services.
• Accurately process all routine transactions and file maintenance.
• Utilize internal software programs.
• To track member contact
• To improve member service
• To be proactive in servicing the members
• To make the appropriate referrals of products and/or services
• Participate in focus groups and project teams.
• Achieve monthly sales goal referrals as assigned by Team Leader.
• Cross-sell additional products and services including, but not limited to, loan products, (Insurance products, PC Branch, Bill Payer, checking accounts, Financial Services, Realty Services)
• Accept guidance and coaching from Management from Call monitoring sessions and mystery shops regarding member service and call statistics.
• Train and provide assistance in other skillsets including but not limited to:
• Loan Application Team
• Outbound Call Group
• Email and Chat Teams
• Train and provide assistance with department fulfillment duties.
• Complete all required Bank Secrecy Act related training annually and maintain knowledge of current BSA policies, specifically those related to cash handling (CTR filing) and identifying and reporting possible suspicious activity.
• Perform other job-related duties as assigned by Information Center Manager, Assistant Manager or Team Lead