Bangor Support Associate

Bangor Savings Bank; Colebrook (NH); On-site; USD 25,000 - 30,000; Full time

Job summary

Bangor Savings Bank seeks a Customer Service/Servicing associate in New Hampshire to assist customers with information on products, services, rates, and fees. You will help identify additional needs, maintain knowledge of deposits and basic loan products, and resolve routine issues with professional, customer-focused service.

The role involves handling inquiries by phone and email, supporting online banking, and coordinating with other departments to achieve first-call resolution while upholding

Qualifications

• High School diploma required.
• Superior customer service skills demonstrated.
• Strong verbal communication abilities.
• Ability to stay composed and professional during challenging calls.
• Self-motivated with openness to new challenges.
• Proven track record in solving customer issues.
• Excellent interpersonal skills and teamwork.

Responsibilities

• Provides customers with information about products, services, rates, and fees.
• Identifies additional opportunities to assist customers based on their needs.
• Maintains knowledge of deposit and basic consumer loan products.
• Handles routine service issues and escalates when needed.
• Answers inquiries via phone and written correspondence.
• Participates in proactive calling efforts and online banking support.
• Acts as liaison to coordinate with other departments for first-call resolution.
• Ensures compliance with local, state, and federal regulations.

Skills

Customer service

Verbal communication

Problem solving

Teamwork

Time management

Adaptability

Integrity

Education

High School diploma

Job description

Accountabilities:

Sales and Servicing

• Provides customers with information regarding products and services, rates, service charges and fees as well as other relevant information
• Looks for additional opportunities to assist customers based on their needs
• Maintains a high level of knowledge regarding all deposit products and services as well as basic consumer loan products
• Understands business partner relationships and refers to other team members in accordance with Bank strategy
• Demonstrates ability to handle routine service issues independently, consults with appropriate staff for advanced problem resolution
• Answers written and telephone inquiries from customers concerning bank services
• May participate in the following proactive calling efforts; which may include, but is not limited to: New Customer On-Boarding, Overdraft Usage Counseling, Specialized Calling Projects, and Suspicious Debit Card Activity
• Provides more complex Online Banking support
• Reviews and makes decisions on Online Banking Applications submitted by customers
• Facilitates daily Department Connect meetings
• Makes exceptions on Debit Cards including limits and usage restrictions
• Assists in new hire education by providing on the job training
• Provides more advanced support of new products including new deposit accounts and new loan support
• Acts as liaison for customers to provide first-call resolution by coordinating and following up with other departments or lines of business as appropriate
• Assists in ensuring that the Bank is in compliance with local, state and federal regulations.
• Possesses a thorough knowledge of Bank policies, procedures and regulations.
• Maintains flexibility with both work duties and assigned scheduling.
• 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.
• Adaptability/Flexibility – Adapts to change, is open to new ideas, takes on new challenges.
• Initiative – Takes action; operates as a pro-active self starter; acts on opportunities to improve.
• Integrity/Ethics – Deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad with professionalism.
• Interpersonal Skills – Has excellent listening skills.
• Productivity – Manages time well, handles information flow well, accepts accountability.
• 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/concerns
• General office environment

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.