Customer Experience Supervisor

Salem Five Cent Savings Bank in; Salem (OR); On-site; USD 40,000 - 70,000; Full time

Job summary

An established financial services organization seeks a Customer Experience Supervisor to enhance customer satisfaction and lead the Contact Center team. This role involves resolving customer inquiries, supervising staff, and ensuring compliance with banking regulations. Ideal candidates will possess strong leadership skills and a background in banking or contact center operations. Join a company dedicated to community support and employee growth, and help drive positive customer experiences in a collaborative environment.

Benefits

Health Insurance

Dental

Vision

Flexible Spending Account

Health Savings Account

401k Matching

Tuition Reimbursement

Employee Referral Program

Summer Family Outing

Annual Holiday Reception

Qualifications

• Minimum of two years related experience and/or training preferred.
• Banking and/or Contact Center experience strongly preferred.

Responsibilities

• Provide outstanding customer experience to consumers and businesses.
• Supervise Contact Center Associates and monitor daily activities.
• Ensure compliance with banking laws and regulations.

Skills

Problem and conflict resolution

De-escalation

Multi-tasking

Banking concepts

Banking applications

Leadership

Education

Associate's degree or equivalent

Job description

Customer Experience Supervisor (Administrative)

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.

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following; however other duties may be assigned as necessary.

• Provide an outstanding customer experience to Salem Five consumer and business customers
• Demonstrate sound decision making and quality work when providing approvals and processing transactions
• Demonstrate a high level of proficiency with Salem Five's products, services, systems, and digital banking tools
• Take ownership of escalated customer cases and drive to suitable resolution
• Be available, and provide timely support to frontline associates via MS Teams, in person, and CRM/CCM cases
• Be proficient in all customer channel functions including, but not limited to phone servicing, digital communications (live chat/email/online banking messaging), and fraud prevention, research, and resolution
• Be responsible for Contact Center operations during opening/closing/weekend shifts and understand proper escalation protocols
• Contribute to departmental training and quality activities including new hire and ad hoc training, quality monitoring and coaching
• Ensure compliance with banking laws and regulations as defined in company policies and procedures
• Regular attendance is essential to this position.
• Assume additional responsibilities as requested
• Participate in projects as assigned

SUPERVISORY RESPONSIBILITIES:

Directly supervises Contact Center Associates in the absence of the Manager(s) and works to monitor and supervise day-to-day floor activities along with other members of the management team. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include:

• Assigning and directing work
• Observes, directs and monitors schedule adherence and daily work activity of Associates
• Handles escalated customer cases effectively and professionally
• Provides one-on-one coaching and training when necessary
• Provides input regarding Associate performance to Management (i.e. quality, productivity, work habits)

EDUCATION and/or EXPERIENCE:

Associate's degree (A.A.) or equivalent from two-year college or technical school; or a minimum of two related experience and/or training; or equivalent combination of education and experience. Banking and/or Contact Center experience strongly preferred

SKILLS:

• Problem and conflict resolution
• De-escalation
• Multi-tasking
• Banking concepts
• Banking applications
• Leadership

PHYSICAL DEMANDS:

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; use hands to finger, handle, or feel; and talk or hear. The employee is occasionally required to walk; sit; reach with hands and arms; and stoop, kneel, crouch, or crawl. The employee may occasionally lift and/or move up to 25 pounds. 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 onApply/Apply Nowin this posting. We look forward to talking withyou.

Qualifiedcandidates may also submit a resume and application online at salemfive.com/careers or mail your resume to Human Resources, 210 Essex Street, Salem, MA01970.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.Contact Center