Senior Account Representative I

MutualOne Bank • Framingham, MA

5d • $46,456 - $70,167

About The Position

The Senior Account Representative I is responsible for building primary relationships with customers by providing world-class service via email, Digital Banking and telephone systems. The role includes maintaining all online services, performing account services and providing solutions to customers’ inquiries.

Requirements

• Bachelor’s degree or equivalent retail banking and/or online banking experience
• Extensive knowledge of Retail Banking policies and procedures and Electronic Banking operations
• Proven organizational and customer service skills
• Good interpersonal, communication & computer skills
• Strong understanding of financial products and services and the ability to learn more
• Assessing customer needs, providing solid recommendations, and building customer relationships to optimize sales opportunities with new and existing customers
• Effective interpersonal skills and confidence to offer products and services to customers
• Ability to apply critical thinking and problem solving skills
• Ability to work in a fast paced environment under time constraints when necessary
• Ability to establish credibility quickly with customers and team members
• Successful completion of in-house training programs or other approved training programs
• Compliance with BSA regulations as appropriate to the position
• Ability to use standard equipment such as computers, phones, photocopiers
• Sitting for longer periods of time
• Must be able to work schedules that meet the needs of the Bank, which may include early morning, evening and /or weekend hours

Responsibilities

• Provides a complete range of customer services including opening new accounts, explaining available bank products and services, and gathering customer information to process new and existing accounts on line
• Provides customers support through telephone and secure message channel including resolving issues to retail and electronic banking activities
• Discovers customer needs through conversations, questions and review of their accounts, and promotes and cross-sells Bank products and services based on their needs
• May be trained to accept mortgage loan applications as a licensed originator
• Provides assistance and training to branch personnel regarding electronic banking procedures
• Maintains knowledge of retail banking policies and procedures. Attends seminars regarding banking industry activities
• Obtains and analyzes daily reports relating to customer and internal online banking activity including service metrics, fraudulent activity, and unauthorized access
• Executes outgoing communication efforts for the bank via telephone, email, and/or regular mail
• Works with vendors and outside service providers to ensure operational performance standards are maintained

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 51-100 employees