Salem Five Bank is a growing regional financial services organization with a rich history of over 170 years. They are seeking a Customer Experience Associate I to provide exceptional service to both consumer and business customers through various communication channels. This role involves extensive training and offers opportunities for career growth within the organization.
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
Skills
- 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
- 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
Benefits
- Medical, dental, and vision coverage
- Flexible Spending and Health Savings Accounts
- 401(k) matching
- Tuition reimbursement
- Employee referral program
- Annual holiday reception
- Summer family outing
Company Overview
Salem Five is a financial services company with deep roots in Massachusetts - proudly serving individuals, families, and businesses since 1855. It was founded in 1855, and is headquartered in Salem, Massachusetts, USA, with a workforce of 501-1000 employees. Its website is https://www.salemfive.com/.