Service Center Specialist

River Run is a shared services organization that supports banking affiliates, Newburyport Bank and Pentucket Bank. Together, we shape the evolution of community banking through innovation and strong partnerships, while preserving the personalized service our customers value. Here, you will discover opportunities for professional growth, make a meaningful impact in your local community, and join a team that champions integrity, collaboration, and continuous progress. This is community banking, evolved.

We are seeking a Service Center Specialist to deliver exceptional service to both new and existing customers through various channels, including phone, email, chat, ITMs (Interactive Teller Machines), and more.

This position requires an individual who can embrace technology and thrive in a dynamic and fast paced environment. The ideal candidate will be customer service and team driven, adaptable and able to leverage emotional intelligence to maintain positive customer relations.

Key Responsibilities

• Provide exceptional customer support through multiple mediums, including phone, chat, ITMs, and email, delivering a seamless and efficient experience for each customer.
• Demonstrate strong problem-solving abilities, quickly addressing customer inquiries, identifying issues, and providing effective solutions with a sense of urgency.
• Utilize active listening and emotional intelligence to understand customer concerns and respond with empathy, ensuring satisfaction.
• Offer appropriate Bank products and services to customers based on their individual needs, looking for opportunities to deepen relationships and make referrals to relevant departments.
• Multitask effectively by managing several customer interactions simultaneously across different communication channels while maintaining quality service.
• Analyze customer inquiries and offer detailed, accurate information about products and services, resolving issues such as account cancellations or processing complaints.
• Ensure timely follow-up with customers to confirm that issues are resolved, and their needs are met.
• Proficiently use technology to enhance the customer experience and streamline operations. This includes multiple digital platforms, MS Office Suite (Excel, Word, Outlook), and call center software systems.
• Maintain high writing standards in all email and chat communications, ensuring clarity, professionalism, and customer satisfaction.
• Organize and prioritize tasks in a fast-paced environment, responding promptly to multiple customer inquiries without compromising service quality.
• Understand and adhere to Bank policies, procedures, and regulatory compliance requirements, including ongoing training as needed.
• Promote the Bank’s culture with a positive attitude and dedication to service excellence.

Schedule

The schedule varies based on our hours of operation and business needs. The Service Center hours of operation are as follows:

• Monday-Friday: 8-5pm | ITM: 7-7pm
• Saturday: 8-12pm | ITM: 8:30-5pm

Education and Experience

• Minimum of high school education or equivalent in addition to 3+ years of retail or customer service experience, preferably in a teller and or customer service role, or equivalent combination of both.
• Proven ability to solve problems efficiently, demonstrate strong decision-making skills, and provide customer-driven solutions.
• Effective communicator, both orally and in writing, with the ability to articulate clear, concise information and resolve issues professionally.
• Comfortable with multiple technology systems including phone operating systems, digital platforms, and call center tools. Proficiency in MS Office Suite (Excel, Word, Outlook) is essential.
• Detail-oriented, with a strong focus on accuracy in managing transactional information in customer interactions.
• Demonstrated active listening and emotional intelligence in responding to customer needs, ensuring a high level of customer satisfaction.
• Ability to multitask and stay organized while managing several customer inquiries and tasks at once.
• High writing standards with the ability to maintain professionalism in all written communications, particularly via email and chat.

Physical Requirements

• Ability to sit at a desk for extended periods and work on a computer and telephone.
• Must be able to lift up to 15 pounds on occasion.

River Run Services, LLC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing or service in the military.

If you are an individual with a disability and require a reasonable accommodation to complete the application process, you may contact Human Resources at [email protected] or call 978-462-3136.