Digital Banking Associate

Lowell Five Bank; Tewksbury (MA); On-site; USD 29,000 - 32,000; Full time

Job summary

Lowell Five Bank is seeking a detail‑oriented Customer Experience Associate to handle inbound calls, respond to digital banking inquiries, and process online enrollments from our Tewksbury location. You will use the Q2 platform and Salesforce to manage enrollments and respond to customers efficiently.

The role emphasizes building relationships with clients, learning bank products, and collaborating across teams to ensure a seamless digital banking experience for customers in the Merrimack Valley

Qualifications

• High school diploma or equivalent preferred.
• At least 1 year of Retail banking experience, including account opening procedures.
• Working knowledge of online and mobile banking platform (Q2) and digital banking products/services.
• Working knowledge of Salesforce platform with willingness to learn advanced features.
• Strong verbal and written communication; customer focused.

Responsibilities

• Handle incoming phone calls from internal and external customers and respond to inquiries.
• Research and respond to digital banking messages, enrollments, and online deposit/account requests.
• Promote CRM usage (Salesforce) to create cases and referrals across departments.

Skills

Customer service

Salesforce

Communication skills

Multitasking

Team player

Education

High school diploma or equivalent

Tools

Q2 online banking

Microsoft Office

Adobe Acrobat

Job description

With nearly $1.9 billion in assets, over 200 employees and 16 banking center locations throughout the Merrimack Valley and Southern New Hampshire, Lowell Five Bank is honored to play a vital role in the economic vitality of the region. Our employees are engaged in myriad community boards and organizations with the Bank's support. We are proud of the longevity of our employees, and we are committed to finding new talent for our team. We offer career development and educational programs to support personal and professional growth along with a benefit package that supports each employee's best life. For more information, please visit www.lowellfive.com .

ESSENTIAL DUTIES AND RESPONSIBILITIES

Bank Operations & Customer Experience

• Handle incoming phone calls from both internal and external customers
• Research and respond to digital banking related messages, inquiries, and issues from internal and external customers
• Review and process new digital banking enrollments and online deposit account requests
• Review and process maintenance requests for existing online banking enrollments
• Monitor and review digital banking related reporting, such as online banking, bill payment, online account opening, and mobile app reports
• Participate in hands-on processing for the Bank's ACH digital banking customers

Business Development

• Actively listen to customers to identify sales and referral opportunities; engage with customers and initiate introductions to appropriate Bank personnel for more complex matters and follow up as necessary
• Utilize and promote usage of CRM (Salesforce) to create cases, referrals, collaboration across departments

Professional Development

• Strive to maintain an inclusive team environment
• Learn and maintain knowledge of Bank products and services
• Willingness to expand digital banking platform knowledge utilizing the Q2 eLearning module

Please note this job description is not designed to cover a comprehensive listing of activities, duties, and responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change over time.

REQUIREMENTS

• High school diploma or equivalent preferred
• At least 1 year of Retail banking experience, including strong DNA knowledge and account opening procedures
• Working knowledge of online and mobile banking platform (Q2), as well as digital banking products and services offered
• Working knowledge of Salesforce platform with willingness to learn advanced features and functionality
• Willingness and aptitude to learn new systems as required to support Bank growth and expansion of services
• Experience using Microsoft Office applications, as well as Adobe Acrobat software
• Strong verbal and written communication skills
• Customer focused with the ability to build and maintain relationships
• Detail-oriented with strong organizational skills; able to work efficiently, multi-task, and prioritize time sensitive tasks throughout the day
• Team player with willingness to learn additional tasks and adapt to change
• Must be willing and able to report to Headquarters in Tewksbury five full days a week

SALARY RANGE

The hourly range for this position is $21–23 per hour. This range reflects the Bank's good faith estimate for this role at the time of posting. The Bank may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual compensation will be determined based on factors, such as but not limited to, relevant education, experience, and skills.

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.