Century Bank

  • Lockbox Customer Service Representative

    Location US-MA-Medford
    Posted Date 1 week ago(1 week ago)
    # Positions
    Customer Service/Support - Other
    Position Type
    Full Time
    Work Schedule
    Monday-Friday 9:00AM-5:30PM (Flexibility Needed)
  • Overview

    Build relationships with Lockbox customers through delivery of exceptional customer service.


    • Build and maintain business relationship with customers by providing prompt and accurate service:
      • Answer incoming customer telephone calls and emails
      • Research and respond to any and all customer issues
      • Report urgent and/or serious issues to Management immediately
    • Receive, schedule, communicate, and document processing instructions according to customer requests and department procedures.
    • Support Operations’ associates by clarifying customer-processing requirements and addressing issues relating to customer document and/or scanline quality.
    • Maintain new account forms and customer folders according to department and audit requirements.
    • Create, update, and maintain various department logs, procedures, and documentation.
    • Prepare weekly/monthly statistical reports.
    • Coordinate testing of remittances resulting from customer changes and communicate issues to customer.
    • Ability to perform training of ancillary service set up and application usage.
    • Perform additional duties as requested.
    • Monitor and/or ensure compliance with Federal and State laws and regulations; including but not limited to the Bank Secrecy Act and Anti Money Laundering, as well as Bank operation policies and procedures.


    The qualified candidate will possess prior customer service experience through telephone, email, and direct face-to-face contact. Clear concise and professional verbal and written communication skills. Sound analytical and organizational skills, with the ability to recognize and differentiate the various types of issues. Ability to multi-task, remain flexible, adapt to change, and work in a fast-paced environment.

    Possess proficient skills to create and manipulate spreadsheets, databases, and documents utilizing Microsoft software tools, i.e. Office, Access, etc.


    Physical Demands/Conditions:

    The physical demands listed are typical of those an employee must meet to successfully perform the essential duties of this job. We may make reasonable accommodations to enable individuals with disabilities to perform those duties. While performing the duties of this job, the employee is regularly required to talk, see, hear, read, write, walk, sit, stand, stoop, kneel or bend; reach with hands and arms; use office equipment such as computer, telephone, calculator, and fax machine. The employee must occasionally lift and/or move up to 25 pounds.


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