Digital Banking Associate

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

Job summary

Lowell Five Bank is hiring for a Bank Operations & Customer Experience role based in Tewksbury, MA. You will handle incoming calls, respond to digital banking inquiries, and process online enrollments.

You will promote CRM usage (Salesforce), identify sales opportunities, and support diverse digital banking services. Strong communication and team collaboration are essential for success in this role.

Qualifications

• Must have customer service experience in retail banking and strong communication skills.
• Proficiency with Salesforce CRM and willingness to learn advanced features.
• Knowledge of online and mobile banking platforms (Q2) and digital banking products.

Responsibilities

• Handle incoming phone calls from internal and external customers.
• Research and respond to digital banking messages, inquiries, and issues.
• Review and process online banking enrollments and account requests.
• Review and process maintenance requests for online banking enrollments.
• Monitor digital banking reports (online banking, bill pay, mobile app).
• Participate in hands-on processing for ACH digital banking customers.
• Identify sales/referral opportunities and connect customers to appropriate Bank personnel.
• Use CRM (Salesforce) to create cases and referrals across departments.

Skills

Customer service

CRM Salesforce

Communication skills

Sales referrals

Digital banking knowledge

Education

High school diploma or equivalent

Tools

Salesforce

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, or 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.