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Career Details

Full-Time Newburyport Posted on 2/26/2020

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 Due to our continued growth, we are expanding our Service Center. We are currently recruiting for a Service Center Specialist. The Service Center Specialist provides customer sales and service by telephone, email, chat text and other forms of electronic communication. The talented individual we seek must be able to perform the essential duties and responsibilities of the position listed below.  

Essential Duties and Responsibilities include the following; however other duties may be assigned as dictated by business need:  

1.    Demonstrates understanding of and commitment to the Bank's ongoing mission, vision and core values.     

 2.    Handles questions and product inquiries from customers.     

3.    Recommends appropriate products and place orders for customers.     

4.    Handles complaints and other customer requests.     

5.    Welcomes customers to bank Websites, products and services.     

6.    Functions as an expert in providing pleasant and professional telephone follow-up services to customers in accordance with sales and marketing guidelines established by the Bank.     

7.    Works to meet and exceed sales and service goals set by Newburyport Bank. Goals include, but are not limited to, the following categories: contact quality goals, business development goals, productivity goals such as the number of contacts handled each day and average contact length, effective use of customers' time (average work time per call).     

8.    Greets and assists customers in a friendly, professional manner according to Newburyport Bank’s quality standards.     

9.    Processes customer inquiries and answer questions related to deposits, withdrawals, payments, general ledger entries and negotiable instruments sales.     

10.    Achieves monthly sales/referral goals.     

11.    Provides customers with assistance or direct them to the appropriate person as it relates to other bank services. 1    

2.    Understands and adheres to bank policies and procedures for daily operations, security and compliance.     

13.    Attends all required regulatory training and other internal training as provided.     

14.    Each employee is responsible and accountable for actively engaging and participating in the bank’s ongoing coaching process, on a minimum of a quarterly basis, through participation in one on one coaching sessions, touch-points, and monthly staff.      

15.    Demonstrates understanding and compliance with Bank policies and procedures as well as regulatory guidelines as applicable to the position.      

16.    Performs additional duties and special project participation as requested or assigned.    


 • Minimum of high school education or equivalent with a minimum of 3+year’s progressively responsible experience in the financial services and/or retail industries in customer service/sales or operational support capacity.     

• Strong working knowledge and comfort level with the Bank's products and services. Strong working knowledge of bank systems, computer programs/software for retail products and services.     

• Demonstrated capability with Microsoft applications including Word, Excel, Power Point and Outlook.      

• Proficiency with external and internal customer service and written/verbal communication skills and interpersonal skills. Ability to address and resolve challenging internal and external customer situations with professionalism and business maturity.    

Physical Demands:  

 The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to stand; walk; sit; reach; climb or balance and stoop. This position operates in a general office environment, and requires frequent and continuous use of a personal computer, a telephone and a headset. The job requires sitting for an extended period of time. The pace of incoming calls is often continuous. A Service Center Specialist may handle an average of 100 calls in an eight (8) hour day. The employee may occasionally lift and /or move up to 15 pounds. Specific vision abilities required by this job include color vision and depth perception. Ability to use telephones, computers, printers, fax, photocopiers required. May be required to travel to other Bank offices, customer or vendor locations for training or other business needs. The Service Center Specialist is proficient with computer systems, including keyboarding, data entry, operation of a computer mouse, social media, and Web navigation skills. The Service Center Specialist is also skilled with the use of a printing calculator.    


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