Bilingual Call Center Representative

Rockland Trust - Norwood, MA

Full-time - Entry Level

Norwood, MA

Credit Intermediation and Related Activities

About the position

Rockland Trust is seeking Bilingual Call Center Representatives to join their team in Norwood, Franklin, and Plymouth locations. The role focuses on providing exceptional customer service to a diverse clientele, particularly those who speak Spanish and Portuguese. Representatives will handle various banking inquiries, assist customers with their financial needs, and contribute to community outreach efforts. The position offers a comprehensive training program to support career development.

Responsibilities

• Service incoming customer calls following established policies and procedures in an efficient and quality manner.
• Ensure every transaction is processed correctly by confirming transaction with caller to ensure a mutual understanding.
• Identify opportunities to grow customer relationships with the bank through referral programs.
• Utilize all available resources and communication skills to resolve customer inquiries or issues to avoid escalation to the extent possible.
• Complete all training requirements on time.
• Identify process improvement ideas with the CIC management team.
• Become a candidate to act as a peer coach for new hire representatives.
• Communicate system issues promptly to management.
• Other duties as assigned by the CIC management team.

Requirements

• High School diploma required.
• Fluency in Spanish or Portuguese strongly 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.

Nice-to-haves

• Experience in time management.
• Certification in Infection Prevention & Control.

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Tuition reimbursement
• Wellness program