Bangor Support Associate

Bangor Savings Bank•Bangor, ME

4d•$24 - $28

About The Position

The Bangor Support Associate provides superior customer service by responding to high-volume telephone and email inquiries, requests, and issues, and proactively addressing customer concerns. The role researches and resolves problems and errors by taking ownership and following through to resolution. It also supports customer relationships by identifying needs and cross-selling products and services through inbound and outbound calls. The associate adheres to the Critical Staffing Plan when necessary. The position provides information about bank products, services, rates, service charges, fees, and other relevant matters; identifies additional ways to assist customers; and maintains knowledge of deposit products and services and basic consumer loan products. It handles routine service issues independently and consults appropriate staff for advanced problem resolution. The role may include proactive customer calling and collaboration with bank partners, as well as support for compliance and control requirements. Senior Bangor Support Associates have additional duties, including more complex Online Banking support, reviewing Online Banking applications, facilitating daily Department Connect meetings, making certain debit card exceptions, assisting with new-hire training, supporting new products, coordinating first-call resolution with other departments, and communicating with customers by email and chat. The role is performed in a general office environment and requires use of general office equipment and external and internal applications. Moderate lifting of up to 35 pounds, reaching, walking, sitting, and standing are required. Essential functions may be performed with reasonable accommodation as determined by management on an individual basis.

Requirements

High school diploma required.
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.
Excellent listening skills.
Ability to adapt to change, accept new ideas, and take on new challenges.
Ability to take initiative and act proactively to improve.
Ability to deal honestly and accountably with others, maintain confidentiality, support company values, and communicate professionally.
Ability to manage time and information flow, accept accountability, and work effectively as part of a team.

Responsibilities

Respond to high-volume customer inquiries, requests, and issues by telephone and email, 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 through inbound and outbound calls.
Provide customers with information about products, 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 refer customers to other team members 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.
Report information about suspicious customer activity or identity theft to appropriate parties.
Maintain flexibility with work duties and assigned scheduling.
Work harmoniously and effectively with others, supporting teamwork and bank goals and objectives.
Meet punctuality and attendance standards and perform additional duties as requested.
For Senior Bangor Support Associates: provide complex Online Banking support, review Online Banking applications, facilitate daily Department Connect meetings, make debit card exceptions for limits and usage restrictions, assist with new-hire education and on-the-job training, support new deposit accounts and loans, coordinate first-call resolution with other departments or lines of business, and communicate with customers via email and chat.