Bangor Support Associate

Bangor Savings Bank•Bangor, ME

About The Position

The Bangor Support Associate provides customer service by responding to high-volume telephone and email inquiries, requests, and issues, and by proactively addressing customer concerns. The associate researches and resolves problems by taking ownership and following through, and supports customer relationships by identifying needs and cross-selling products and services in inbound and outbound call environments. The role may require adherence to the Critical Staffing Plan. Responsibilities include explaining bank products, services, rates, fees, and charges; identifying ways to assist customers; maintaining knowledge of deposit products and basic consumer loan products; making appropriate referrals; and resolving routine service issues independently while consulting staff on more advanced issues. The associate answers written and telephone inquiries and may participate in proactive calling programs. In collaboration with Bangor Support Leadership, the associate helps make decisions on fee rebates and waivers. Senior Bangor Support Associates also provide more complex Online Banking support, review Online Banking applications, facilitate daily Department Connect meetings, make certain debit card exceptions, assist with new-hire training, support new products, coordinate with other departments to resolve customer issues, and communicate with customers by email and chat. The position assists with regulatory compliance, maintains knowledge of bank policies and procedures, and reports suspicious customer activity or identity theft to appropriate parties. It also requires flexibility with duties and scheduling, effective teamwork, punctuality, and performing additional duties as requested.

Requirements

High school diploma.
Demonstrated superior customer service skills.
Strong verbal communication skills.
Ability to maintain composure and professionalism during challenging calls.
Self-motivation and openness to new challenges.
Demonstrated success in problem solving and resolving customer issues or concerns.
Ability to handle multiple tasks in a fast-paced environment.

Responsibilities

Respond to high-volume customer inquiries, requests, and issues by telephone and email.
Research and resolve customer problems and errors by taking ownership and following through to resolution.
Identify customer needs and cross-sell products and services in inbound and outbound call environments.
Provide information about bank products, services, rates, charges, fees, and other relevant information.
Maintain knowledge of deposit products and services and basic consumer loan products.
Refer customers to appropriate team members in accordance with bank strategy.
Resolve routine service issues independently and consult appropriate staff for advanced issues.
Answer customers’ written and telephone inquiries about bank services.
Participate in proactive calling efforts, potentially including new customer onboarding, overdraft usage counseling, specialized calling projects, and suspicious debit card activity.
Work with Bangor Support Leadership to make decisions on customer fee rebates and waivers.
Assist in ensuring the Bank complies with local, state, and federal regulations.
Maintain knowledge of Bank policies, procedures, and regulations.
Provide information about suspicious customer activity or identity theft to appropriate parties.
Maintain flexibility with work duties and assigned scheduling, work effectively with others, meet attendance standards, and perform additional duties as requested.
Senior Bangor Support Associate: Provide more complex Online Banking support and review customer Online Banking applications.
Senior Bangor Support Associate: Facilitate daily Department Connect meetings and make exceptions on debit cards, including limits and usage restrictions.
Senior Bangor Support Associate: Provide on-the-job training to new hires and advanced support for new products, including deposit accounts and loans.
Senior Bangor Support Associate: Coordinate with other departments or lines of business to provide first-call resolution and follow up on customer issues.
Senior Bangor Support Associate: Communicate routinely with customers by email and chat.