Customer Care Representative


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93 Main Street


Company Description:
MountainOne is a mutual holding company headquartered in North Adams, Massachusetts. Banking, Insurance, and Investment products are offered at full service offices in the Berkshires (Pittsfield, North Adams, Williamstown) and on Boston's South Shore (Quincy, Rockland, Scituate). MountainOne is dedicated to the local communities we serve, with a mission of delivering solutions of real value that help individuals, businesses, and community institutions manage their financial lives with clarity and confidence.

MountainOne Bank, founded in 1848, provides a complete array of personal and business banking and electronic services.

MountainOne Insurance provides personal and business insurance, bonding services and group benefits solutions.

MountainOne Investments provides individual investment services and group financial benefit plans (financial professionals offering securities and advisory services through Commonwealth Financial Network®, Member FINRA/SIPC, a Registered Investment Advisor)

Customer Care Representative
North Adams
Full Time
Customer Service
High School or Equivalent
Experience in Retail Banking or Call Center

MountainOne currently has a full-time Customer Care Representative opening in our North Adams based call center. Seeking a friendly and proactive customer service professional to support our customers with a variety of questions and concerns. The right candidate will be able to provide superior customer service within a dedicated call center environment. Must be able to speak articulately and concisely using a friendly, professional and courteous tone while providing efficient resolution to customer complaints or inquiries. Strong commitment to achieving customer service excellence through the delivery of value solutions and problem resolution.  In an effort to maintain a safe and healthy workplace, MountainOne now requires that all applicants for employment demonstrate that they have been fully vaccinated for COVID-19 as a condition of hire.

Key Accountabilities and Responsibilities:

1.  Provide superior customer service in the handling of customer inquiries or complaints through both phone and email interactions;
2.  Demonstrates discretion in the ability to manage conflict and resolve problems in a professional manner;
3.  Strong knowledge of all products and services offered by MountainOne Bank, to include but not limited to deposits, loans, the issue and servicing of ATM and Debit Cards, Online Banking, Bill Pay, Mobile Banking, Remote Deposit Capture, and ACH;
4.  Actively refers loan origination, insurance and brokerage services to appropriate
departments and affiliates;
5.  Commitment to ongoing training and education;
6.  Knowledge of all bank policies and procedures relevant to this position;
7.  Strong commitment to MountainOne’s core values and established service standards;
8.  Performs related customer service and clerical duties as assigned by the Customer Care
9.  Maintains compliance with all related bank policies, confidentiality, Bank Secrecy Act,
standardized procedures and regulations;
10.  Other duties as assigned.

1.  High School Diploma required;
2.  Experience in Retail Banking or Call Center preferred;
3.  Excellent and proven interpersonal, verbal and written communication skills;
4.  Flexibility to be available during scheduled hours or cover other shifts as needed;
5.  Ability to handle conflict and resolve problems in a professional manner;
6.  Ability to deal with and show discretion in confidential matters;
7.  10% availability to travel outside of 25-mile radius;
8.  Ability to sit, bend, perform computer input and/or answer the phone for extended hours.