Bangor Support Associate

Bangor Savings Bank•Bangor, ME

11d•$24 - $28

About The Position

The Bangor Support Associate provides customer service by responding to high-volume telephone and/or email inquiries, requests, and issues, and proactively addressing customer concerns. The role researches and resolves problems and errors, taking ownership through resolution. It also supports customer relationships by identifying needs and cross-selling products and services in inbound and outbound call environments. The associate adheres to the Critical Staffing Plan when necessary. The position provides information about bank products and services, rates, charges, and fees; handles routine service issues; refers customers to business partners and other team members; and may participate in proactive calling efforts. Associates support compliance by following bank policies and regulations and referring suspicious activity or identity-theft information to appropriate parties. Senior Bangor Support Associates also perform advanced Online Banking support, make specified customer and card decisions, facilitate meetings, train new hires, and coordinate customer issues across departments. The work takes place in a general office environment and uses general office equipment. Moderate lifting up to 35 pounds, as well as moderate reaching, walking, sitting, and standing, is required. Essential functions must be performed either unaided or with a reasonable accommodation determined by management.

Requirements

High school diploma.
Demonstrated superior customer service skills.
Strong verbal communication skills.
Ability to maintain composure and professionalism during challenging calls.
Self-motivated and open 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 telephone and/or email inquiries, requests, and issues, and proactively address customer concerns.
Research and resolve 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 customers with information about products and services, rates, service charges, fees, and other relevant information.
Look for additional opportunities to assist customers based on their needs.
Maintain knowledge of deposit products and services and basic consumer loan products.
Understand business partner relationships and make referrals in accordance with bank strategy.
Handle routine service issues independently and consult appropriate staff for advanced problem resolution.
Answer written and telephone inquiries about bank services.
Participate in proactive calling efforts, which may include new customer onboarding, overdraft usage counseling, specialized calling projects, and suspicious debit card activity.
Work with Bangor Support Leadership to make decisions about 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 and contribute to teamwork and bank goals.
Meet the punctuality and attendance standards in the Employee Handbook.
Perform additional duties as requested.
For Senior Bangor Support Associates: provide complex Online Banking support and review and decide on customer Online Banking applications.
For Senior Bangor Support Associates: facilitate daily Department Connect meetings.
For Senior Bangor Support Associates: make Debit Card exceptions, including limits and usage restrictions.
For Senior Bangor Support Associates: assist with new-hire education by providing on-the-job training.
For Senior Bangor Support Associates: provide advanced support for new products, including new deposit accounts and loan support.
For Senior Bangor Support Associates: coordinate and follow up with other departments or lines of business to provide customers with first-call resolution.
For Senior Bangor Support Associates: communicate routinely with customers through email and chat.