Customer Experience Associate I or II

Salem Five; Salem (MA); Hybrid; USD 35,000 - 55,000; Full time

Job summary

Join a growing regional financial services organization as a Customer Experience Associate. This role is pivotal in delivering exceptional service to both consumer and business customers through various communication channels. You'll receive extensive training to enhance your skills and advance your career. The position offers a hybrid work opportunity, allowing you to balance your professional and personal life effectively. With a commitment to community support and employee growth, this innovative firm is an excellent place to build a rewarding career in banking. If you're passionate about customer service and technology, this is the perfect opportunity for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Flexible Spending Account

Health Savings Account

401k Matching

Tuition Reimbursement

Employee Referral Program

Summer Family Outing

Annual Holiday Reception

Qualifications

• Ideal candidates should have a degree and customer service experience.
• Prior banking experience is preferred for this role.

Responsibilities

• Provide exceptional customer service via phone, chat, and email.
• Support fraud detection and maintain high proficiency in products.

Skills

Customer Service

Communication

Proficiency in Digital Technology

Mobile Technology Proficiency

MS Office Suite (Excel, Word, Exchange)

Fraud Detection Awareness

Education

Associate or Bachelor's Degree

Previous Customer Service Experience

Banking/Financial Services Experience

Tools

Desktop Applications

Messaging Platforms

Job description

Salem Five is a growing regional financial services organization with a rich history of over 160 years. As an independent bank, we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers.

This position is located in the Salem, MA offices and offers hybrid work opportunity.

Salem Five has more than 30 retail banking branches throughout Essex, Middlesex, Norfolk and Suffolk counties, strong business banking capabilities, an Insurance division, a Wealth Management & Trust organization and a Mortgage Company that has provided homeownership to generations of families.

Salem Five believes deeply in supporting the communities in which we reside. Donations through our Charitable Foundation or events at the branch or location-level are an important part of our DNA. We would not be the company we are without our commitment to businesses and organizations that help the region thrive and to our employees. Come see what we’re all about.

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 bank's 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES

include the following; however, other duties may be assigned:

• Provide an outstanding Customer Experience to Salem Five customers and prospects via phone (primary), chat, email, and online banking.
• Ability to support the department's efforts to deliver an exceptional customer experience… no matter what it takes.
• Demonstrate a high level of proficiency with Salem Five’s products and digital technology offerings.
• 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).
• Assume 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 a team within the Contact Center and across Salem Five Bank; Collaborate. Communicate. Support.
• Identify and report fraud or suspected fraud occurrences. Be continuously aware of fraud engineering threats and know what action to take to protect customers and the Bank.

QUALIFICATIONS, EDUCATION, and/or EXPERIENCE

to be a Customer Experience Associate I or II. The ideal candidate will have the following skills and experience:

• Associate or bachelor’s degree and/or previous customer service experience preferred.
• Prior banking/financial services experience is currently sought.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, walk, and sit. Specific vision abilities required by this job include close vision.

Benefits/Incentives: Health Insurance, Dental, Vision, Flexible Spending Account, Health Savings Account, 401k Matching, Tuition Reimbursement, Employee Referral Program, Summer Family Outing, Annual Holiday Reception, and more.
Salary Range: Competitive Base plus incentive.

Ready to apply? If this job sounds like a fit for you, then click on Apply/Apply Now in this posting. We look forward to talking with you.

Qualified candidates may also submit a resume and application online at salemfive.com/careers or mail your resume to Human Resources, 210 Essex Street, Salem, MA 01970.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.