Call Center Representative

Winslow Trust Company is a regional bank with over 200 branches and 270 employees across New York.

About the role

This is a new role. The team has doubled in size over the past year. This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Remote position. Most of the team is in New York City, but nobody is required to come in.

Key responsibilities

• Notice repeat problems and report them to your team lead
• Explain bills and payment options and take payments over the phone
• Meet targets for handle time, quality score and customer satisfaction
• Escalate complaints that need a supervisor or another department
• Complete required training and quality coaching sessions
• Call customers back on open issues within the promised timeframe
• Look up orders, accounts and shipping status in the CRM and order system
• Answer inbound calls, live chats and emails from a queue

Minimum qualifications

• For remote roles: quiet workspace and wired internet at 25 Mbps or faster
• Basic computer skills (Windows, Outlook, web browsers)
• Must pass a background check
• Reliable attendance. Schedule adherence is tracked
• Clear speaking voice and good listening skills
• Typing speed of at least 35 WPM
• High school diploma or GED

Preferred qualifications

• Experience handling escalations
• Prior billing or insurance call center work

Schedule: Four 10-hour shifts, rotating weekend day

The base pay range for this position is $25.00 to $30.00/hr. Actual pay depends on experience, skills and location.

Why work with us

• Medical, dental and vision insurance
• 401(k) with company match
• Paid holidays
• Referral program
• Short- and long-term disability
• Home office stipend

We are an equal opportunity employer and value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Applicants must be authorized to work in the U.S.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Winslow Trust Company.