Digital Banking Associate

Lowell Five Bank•Tewksbury, MA

6d•$21 - $23•Onsite

About The Position

Lowell Five Bank is hiring a Digital Banking Associate to support customers and bank staff with digital banking operations and customer experience. The role handles phone calls and digital banking inquiries, processes enrollments and account requests, reviews related reports, and participates in ACH processing. It also supports business development by identifying sales and referral opportunities and using Salesforce to manage cases, referrals, and cross-department collaboration. The associate is expected to maintain an inclusive team environment and build knowledge of the Bank’s products, services, and digital banking platform. This position is based at the Bank’s Headquarters in Tewksbury and requires reporting onsite five full days a week. The hourly pay range is $21–$23. Lowell Five Bank describes its benefit package as supporting employees’ well-being and offers career development and educational programs, but the posting does not specify individual benefits.

Requirements

At least 1 year of retail banking experience, including strong DNA knowledge and account opening procedures.
Working knowledge of the Q2 online and mobile banking platform and digital banking products and services.
Working knowledge of Salesforce, with willingness to learn advanced features and functionality.
Willingness and aptitude to learn new systems as required to support Bank growth and service expansion.
Ability to troubleshoot basic computer and internet browser functionality issues.
Experience using Microsoft Office applications and Adobe Acrobat software.
Strong verbal and written communication skills.
Customer-focused, with the ability to build and maintain relationships.
Detail-oriented, with strong organizational skills and the ability to work efficiently, multitask, and prioritize time-sensitive tasks.
Team player willing to learn additional tasks and adapt to change.
Must be willing and able to report to Headquarters in Tewksbury five full days a week.

Nice To Haves

High school diploma or equivalent preferred.
Knowledge of Apple and Android products preferred.

Responsibilities

Handle incoming phone calls from internal and external customers.
Research and respond to digital banking messages, inquiries, and issues from internal and external customers.
Review and process new digital banking enrollments and online deposit account requests.
Review and process maintenance requests for existing online banking enrollments.
Monitor and review digital banking reports, including online banking, bill payment, online account opening, and mobile app reports.
Participate in hands-on processing for the Bank’s ACH digital banking customers.
Listen to customers to identify sales and referral opportunities; make introductions to appropriate Bank personnel for complex matters and follow up as needed.
Use and promote Salesforce CRM to create cases and referrals and support collaboration across departments.
Strive to maintain an inclusive team environment.
Learn and maintain knowledge of Bank products and services.
Expand digital banking platform knowledge using the Q2 eLearning module.