Digital Banking Specialist: Customer Experience & Growth

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

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.