Account Servicing Specialist

Bangor Savings Bank; United States; Hybrid; USD 64,472,000 - 72,208,000; Full time

Benefits offered by this job

Tuition reimbursement

Internal and external training

Wellness and benefits program

Job summary

Bangor Savings Bank is hiring for an Account Servicing Specialist in Bangor, ME with a hybrid remote/on-site work arrangement after successful training. The role focuses on handling inquiries about core deposit products, managing account maintenance requests, and maintaining debit card services.

The position requires a high school diploma or equivalent, strong customer service and communication skills, and the ability to work in a fast-paced environment. Training and benefits are provided.

Qualifications

• High school diploma or equivalent required.
• College, business or banking professional training preferred.
• Excellent customer service skills required.
• Strong written and verbal communication abilities.
• Ability to manage multiple tasks and meet deadlines.
• Organized with attention to detail.
• Proficient with computer systems including MS Office.

Responsibilities

• Serve as the primary contact via phone and email for inquiries on core deposit products.
• Handle inquiries related to Customer Information Files and related information.
• Monitor, service, and maintain debit cards as needed.
• Review and file incoming documentation for account changes.
• Review reports and take appropriate action on core accounts.
• Validate check transactions and handle issues like NSF or chargebacks.
• Maintain knowledge of Jack Henry Silverlake, Passport, Fiserv, and other bank systems.
• Suggest process improvements to increase efficiency and risk reduction.
• Communicate information to supervisors and customers to resolve issues promptly.

Skills

Customer service

Communication

Multitasking

Attention to detail

Work with little supervision

Proficient with computers

Education

High school diploma or equivalent

Banking training preferred

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Pay Range: $22.50 - $25.20 (Hourly)

This is a full-time career opportunity based in Bangor, Maine that provides both remote and on-site work options with a required minimum of three days a week in the office. The hybrid (remote/on-site) work option is available upon successful completion of initial training (approx. 90 days).

Key Responsibilities

• Acts as the primary point of contact via phone and email for any inquiries, maintenance requests, or concerns on core deposit products generated through internal customers included but not limited to Retail Banking, Bangor Support, and Treasury and Payment Services.
• Additionally acts as the primary point of contact for any inquiries, maintenance requests, or concerns related to Customer Information Files and related information.
• Monitors, services, and maintains all Bangor Savings Bank debit cards as necessary.
• Monitors incoming documentation requesting account changes or maintenance, reviews the documentation thoroughly, and files it as necessary after taking the appropriate actions.
• Reviews a variety of reports monitoring different aspects of core accounts and takes appropriate action when necessary.
• Validates and returns, if necessary, check transactions for a variety of reasons such as non-sufficient funds or chargeback rights.
• Maintains a strong understanding of Jack Henry Silverlake, Jack Henry Passport, Fiserv, Digital Insight Online Banking and other critical bank systems, and works with the appropriate third party contacts when issues or questions arise.
• Proactively looks for and communicates opportunities for process improvements within their team, the department, or the bank which lead to efficiency, better customer service, or risk reduction.
• Communicates any pertinent information to supervisors, team members, an internal/external customers to ensure timely resolution of all problems and customer service situations.

Levels

• A Level I Account Servicing Specialist will be proactively training towards gaining sufficient knowledge in the processes and accountabilities associated with the position in order to be able to operate independently and with a high level of confidence.
• A Level II Account Servicing Specialist will be fully proficient in all, or nearly all, processes associated with the position, be able to operate with minimal supervision or assistance, and will proactively work towards cross training team members, updating procedures, and assisting with more complex or higher level tasks as necessary.
• A Level III/Senior Account Servicing Specialist will have a detailed understanding of job specific processes as well as the impact and relation to other processes and business lines, will routinely work with highly complex or detailed problems, will proactively assist with projects and identifying process improvements, and will exhibit leadership by example within the department as a whole.

General Accountabilities

• Consistently maintains a high level of customer service when dealing with customers an employees and strives to complete all time-sensitive processes by the appropriate deadline.
• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality/attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

Compliance and Control

• Assists in ensuring that the Bank is in compliance with local, state and federal regulations.
• Completes Risk Management and Performance Measurement tasks assigned by Management in a timely manner.

Key Competencies

• Creativity/Innovation – Looks for opportunities to increase efficiency and effectiveness throughout the department. Has ability to constructively challenge assumptions and seek/develop new and different ways to improve performance throughout department.
• Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges, handles pressure, and adjusts plans to meet changing needs.
• Proactivity/Initiative – Takes independent action, operates as a pro-active self-starter, and acts on opportunities, practices self-development.
• Integrity/Ethics – Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad.
• Interpersonal Skills – Has excellent communication skills, both written and verbal as well as the ability to exhibit active listening skills and being open other viewpoints, perspectives, etc.
• Organizational Skills – Able to effectively manage, prioritize and keep track of multiple tasks/projects/requests at any given time.
• Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, and incorporates vision when planning

Knowledge/Skills/Experience Requirements

• High school diploma or equivalent required.
• College, business or banking professional training preferred.
• Exhibits professionalism in handling multiple tasks in a fast paced-environment.
• Organized, sets priorities, and meets deadlines.
• Strong communications skills, both verbal and written.
• Excellent customer service skills required.
• Attention to detail, emphasis on accuracy.
• High degree of analytical skills and the ability to handle complex problems.
• Strong multitasking skills including the ability to remain highly accurate with the data while completing multiple simultaneous tasks.
• Ability to work with little supervision.
• Proficient with computer systems.
• Experience with Microsoft Outlook, Word, and Excel.

Physical Demands/Conditions Requirements

General office environment Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required.

Equipment Used

General office equipment External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

Training and Benefits

At Bangor Savings, we understand the importance of continuing to nurture an internal culture of excellence for each of our employees. We offer internal and external training to assist our employees in realizing their career aspirations including internships, lateral training, management training, and tuition reimbursement. We also offer a unique set of benefits designed to support our employees in living their best life and achieving their goals. Our holistic health and wellness programs allows each employee to customize their approach to well-being. And our pay, rewards, recognition, and incentive programs ensure that they are well-compensated for a job well‑done.

Equal Employment Opportunity

Bangor Savings Bank provides equal employment opportunities to all applicants and employees without regard to race, color, religion, gender, sexual orientation, age, national origin or any other class protected under state or federal law and affirmatively seeks to advance the principals of equal employment opportunity.

In addition, the Bank is committed to providing equal employment opportunities to qualified persons with disability, veterans, and/or disabled veterans.

No question on this application is intended to secure information to be used for such discrimination, this application will be given every consideration, but its receipt does not imply that the applicant will be employed.

This application will remain active for a period of 90 days. If, after such time, you still wish to be considered for employment, you must reapply.

Bangor Savings Bank does provide workers compensation coverage for employees injured on the job.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.