Customer Support Associate

Customer Support Associate

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut, proud to lead the way in green values, sustainable energy financing, and charitable giving. Our commitment to operating in the best interest of our customers is matched by our dedication to fostering an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as the Best Place to Work and Best Local Bank. Join our team of dedicated and innovative individuals and be a part of our dynamic, successful organization. Let\'s make a difference together!

Summary: The Customer Support Associate plays a vital role in delivering a best-in-class customer experience for PeoplesBank. This position is responsible for supporting and enhancing service delivery across multiple customer interaction channels, ensuring timely, accurate, and seamless resolution of customer inquiries. The Customer Support Associate leverages strong product knowledge, problem-solving skills, and a service-oriented mindset to address complex customer needs, support internal partners, and uphold banking policies, procedures, and regulatory requirements. This role also contributes to continuous improvement efforts by identifying service challenges, supporting quality assurance initiatives, and helping maintain consistency and accuracy in call center processes and documentation.

Essential Duties and Responsibilities:

• Monitor and manage the call center ticketing system to support timely resolution of customer inquiries and strengthen long-term customer relationships.
• Build and enhance customer relationships by actively assessing needs and delivering effective, solution-based support.
• Identify, escalate, and support the resolution of emerging service issues to ensure consistent service delivery and customer satisfaction.
• Accurately categorize, track, and manage workload across multiple service channels in accordance with established processes.
• Resolve complex customer inquiries by applying strong product knowledge, sound judgment, and effective communication skills.
• Ensure accuracy, completeness, and consistency of call center documentation and customer records.
• Analyze trends, insights, and performance data to support quality assurance initiatives and ongoing training opportunities.
• Serve as a primary point of contact for internal business partners regarding call center technology, processes, and service capabilities.
• Ensure timely, accurate, and consistent communication of customer and associate data in compliance with Bank standards and practices.
• Educate and coach associates on banking policies, procedures, and applicable regulatory requirements.
• Approve and authorize transactions in accordance with assigned authority levels and established controls.
• Complete all required compliance, regulatory, and assigned training within established timeframes.
• Perform other related duties as assigned.

Education and Experience: High school diploma or similar certification. 4+ years of banking or call center experience or an equivalent of education and experience.

Skills Required:

• Excellent communication skills including active listening
• Service-oriented and able to help customers and peers
• Ability to maintain up to date knowledge of banking policies
• Proficiency in MS Office/365 (Word, Outlook, Excel, Teams)