Customer Experience Associate I

Salem Five Bank•Salem, MA

1d•Hybrid

About The Position

The Customer Experience Associate is a key role within the Contact Center focused on providing exceptional service to Salem Five Consumer and Business customers in line with the banks’ multi-channel service strategy. Primary responsibilities involve communicating with customers and prospects via phone, chat, email and secure messaging. Customer Experience Associate new hires receive extensive training from dedicated resources and supervisors to support their success and career growth. This role offers the development of skills and job knowledge providing for advancement opportunities across the organization.

Requirements

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

Nice To Haves

Associate or bachelor’s degree and/or previous customer service experience preferred.
Currently looking for people with prior banking/financial services experience.

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.