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Salem Five Bank · 2 months ago

Customer Experience Associate I or II

Salem, Massachusetts, United States

Full-time

Hybrid

Entry, Mid Level

$42K/yr - $65K/yr

Salem Five Bank is a growing regional financial services organization with over 160 years of history. The Customer Experience Associate role focuses on providing exceptional service to consumers and business customers through various communication channels, ensuring a high level of proficiency with the bank's products and digital technologies.

BankingFinanceFinancial ServicesMortgage

Responsibilities

Provide an outstanding Customer Experience to Salem Five customers and prospects via phone (primary), chat, email and online banking

Ability to support the departments’ efforts to deliver an exceptional customer experience… no matter what it takes

Be able to demonstrate a high level of proficiency with Salem Five’s products and digital technology offering

Proficient with mobile technology/platforms/devices, personal computing systems, apps, and email/messaging platforms

Proficient utilizing desktop applications such as MS Office (Excel, Word, Exchange)

Assumes additional responsibilities including projects, testing, training, etc. commensurate with experience and job grade level Embrace new and emerging technologies to support operations and customers through flexibility and the ability to learn and adapt to change

Work as team within the Contact Center and across Salem Five Bank; Collaborate. Communicate. Support

Identifies and reports fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and knows what action to take to protect customers and the Bank

Qualification

Customer service skillsDigital technology proficiencyFraud preventionBanking/financial services experienceVerbal communicationWritten communicationTeam collaborationAdaptability

Required

Verbal and written customer service skills across multiple communication channels

Consumer/Business deposit and loan product offerings

Digital Technology (includes online banking & mobile platforms)

Fraud prevention and detection

Systems proficiency and navigation

Referrals to other Salem Five business lines, and the cross-sell of additional Salem Five products and services (no cold-calling)

Strong advocacy for the Salem Five brand

Provide an outstanding Customer Experience to Salem Five customers and prospects via phone (primary), chat, email and online banking

Ability to support the departments' efforts to deliver an exceptional customer experience… no matter what it takes

Be able to demonstrate a high level of proficiency with Salem Five's products and digital technology offering

Proficient with mobile technology/platforms/devices, personal computing systems, apps, and email/messaging platforms

Proficient utilizing desktop applications such as MS Office (Excel, Word, Exchange)

Assumes additional responsibilities including projects, testing, training, etc. commensurate with experience and job grade level

Embrace new and emerging technologies to support operations and customers through flexibility and the ability to learn and adapt to change

Work as team within the Contact Center and across Salem Five Bank; Collaborate. Communicate. Support

Identifies and reports fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and knows what action to take to protect customers and the Bank

Associate or bachelor's degree and/or previous customer service experience preferred

Currently looking for people with prior banking/financial services experience