Switchboard Operator/Customer Liaison

Description

Title: Customer Liaison/Switchboard Operator         Salary Grade:

FLSA Status: Non-exempt                                        Employment Status: Full/Part Time

Department: Retail Branch                                       Location: Granger /Ayer Branch

Reports To: Assistant Branch Manager

Date Prepared: August 1, 2024                                Human Resources Review: August 1, 2024

SUMMARY:

Under the direction of the Assistant Branch Manager, the Customer Liaison/Switchboard Operator is responsible for providing the primary telephone/switchboard support to the Bank, handling customer inquiries in person and over the phone, to best manage the customer’s needs by guiding them to the proper solution and/or department. This role is the first line of defense in finding inaccuracies in callers requests or voices to assist in helping detect fraud. This position is also responsible for a variety of clerical/office administrative duties, such as photocopying, scanning, filing, and mailing. Additionally, this position embraces the established sales and service culture to maximize their contribution to the Bank’s goals.

After successful completion of training and proven abilities, to support the branch network/bank when closed, during inclement weather and/or other state of emergency this position is expected to work from home. Bank-owned equipment will be supplied.

ESSENTIAL DUTIES and RESPONSIBILITIES:

In the performance of respective tasks and duties, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers, and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.

• Manage multiple incoming phone lines. Answering both internal and external calls according to established procedures.
• Forwarding calls to specific individuals and recording messages when the individuals are not available.
• Make callers feel welcome, presenting the Bank in a professional way and letting them “hear” the smile in your voice.
• Greet customers and direct them to the proper department/area or employee.
• Effectively using available resources to answer general questions relating to the Bank’s services or arrange appointments as necessary.
• Sound understanding of the Banks products and services to be able to Identifies customer needs, effectively explain and interpret policy with the ability to cross-sell appropriate products/services to customers in a confident friendly manner.
• Responding promptly and accurately, providing first class customer focused service to both internal and external customers.
• Triage the Customer Service email directing messages to the appropriate person/department.

• Perform administrative support as needed, such as typing, filing or routine clerical work.
• Order branch business supplies as needed such as notary materials and business cards
• Manage and enter internal or external events on Intranet bank wide calendar
• Manage bi-weekly bank wide supply orders through WB Mason and Winbrook and be the primary approver for the branch network ensuring each branch is ordering within their allotted budget.
• Act as back up support in the administration of the Nectar rewards program helping to coordinator the purchasing and presentation of employee recognition awards, raffle opportunities, supply and merchandise orders.
• Act as back up support for the Bank’s Wellness program helping to coordinate wellness initiatives such as webinars, employee communications, and distribution of information.
• Ensure the reception area is neat and orderly, ensuring that privacy and confidentiality are maintained.
• Ensure that forms and display items are stocked and well maintained.
• May be trained to perform a variety of customer transactions
• Use salesforce for tracking incoming calls and where calls were directed to.

General:

• Effectively use tools and systems to be able to self-manage, organize, and complete work independently, proactively recognizing potential obstacles resolving them before they become an issue, managing to deadlines, creating action plans when not on track, enabling job functions to happen with minimal oversite and meeting conditions of satisfaction. 
• Use discretion in dealing with large amounts of sensitive, confidential information, while adhering to all Bank policies and procedures
• Adhere to all company policies, consistently demonstrating our core values and service standards
• Regular and consistent attendance is required to ensure the high standard of customer service.

• In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.

• Other duties as assigned, performing similar or related work as directed, required, or as situation dictates.

LEVEL OF RESPONSIBILITY:

• Work is supervised while interacting independently with branch staff and members of the community.
• Work is a mix of routine and non-routine responsibilities relying on specific bank policies and procedures.

SKILLS REQUIRED:

• High School diploma or equivalent
• Previous experience with multi-line phones preferred
• Previous office experience with some clerical/administrative experience preferred
• Understanding and knowledge of financial institution departments helpful
• Proficient in Microsoft 365 Suite products including, but not limited to Excel, Word, Outlook, Teams, and Sharepoint.
• Solid understanding and application of administration activities with an understanding of office procedures and ability to operate standard office equipment.

EQUIPMENT REQUIRED:

• Smart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems.

HYBRID/REMOTE ENVIRONMENT:

• Your physical remote location must provide a dedicated workspace that is free from distraction and provides adequate light to be regularly visible on video calls.
• You must have access to a reliable internet connection with adequate bandwidth to join Teams and other video calls.

COMPETENCIES:

• Ability to organize, prioritize, and manage workflow
• Accurate attention to detail
• Maintain confidentiality and exercises strong judgement and discretion
• A team player who works productively, cooperatively and effectively with others across all levels and functions of the organization.
• Creative and Resourceful
• Relationship Builder - Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy, and goals.
  • Ability to work and communicate effectively with others across all levels and functions of the organization.
• Flexibility/adaptability to manage multiple tasks in a fast-paced environment.
• Problem-solving skills.

LANGUAGE/COGNITIVE SKILLS:  The work skills 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.

The person in this position frequently communicates with customers about banking products, their bank accounts & transactions and therefore must be able to exchange accurate information in these cases. They will need to use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports, and business correspondence, (Main Street Bank’s standard language is English). As well as the ability to:

• Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors, and other employees.
• Define problems, collect data, establish facts, and draw valid conclusions.
• Read, analyze, and interpret a variety of documents such as checks, bank statements, and Bank policies and procedures.

WORKING CONDITIONS AND PHYSICAL EFFORT: 

The physical and work environment 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 required to:

Physical Demands/Efforts

• Occasionally lift and/or move up to 10 pounds, (i.e. mail)
• Frequently required to remain in a stationary position, up to 80% of the time  
• Occasionally required to stoop and bend

Mental & Visual Demands

• Consistently operate a computer for extended periods of time
• Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus
• Regular use of office productivity machinery (i.e. a calculator, copy machine, fax machine, computer printer).

Work Environment and Hazards

• Regularly move throughout the inside the Bank to access resources and individuals
• Occasional local travel for bank purposes and/or on behalf of the bank (i.e. training, networking, community events).
• The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.
• It is a general office environment where the noise level is moderate

Applicant Notice

The completion of this Application for Employment does not assure a position with Main Street Bank and any offer of employment is conditioned on the satisfactory completion of a background and credit review as determined by the sole discretion of Main Street Bank. Neither this Application for Employment nor any document constitutes a contract of employment for a specific term and that any employment relationship that may be established will be 'at-will' and if hired, may be terminated at any time, for any reason, by the applicant or Main Street Bank.

Massachusetts Law - It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Massachusetts General Laws c. 151B prohibits employers from (1) terminating or refusing to hire individuals on the basis of genetic information; (2) requesting genetic information concerning employees, applicants, or their family members; (3) attempting to induce individuals to undergo genetic tests or otherwise disclose genetic information; (4) using genetic information in any way that affects the terms and conditions of an individual’s employment; or (5) seeking, receiving or maintaining genetic information for any non-medical purpose.

Main Street Bank is an Equal Opportunity Employer, we are committed to recruiting, hiring, training, and promoting persons without regard to race, color, religion, national origin, citizenship, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, military service, genetic information, and gender identity.