Digital Banking Support Specialist

The Cape Cod Five Cents Savings Bank; Hyannis (MA); On-site; USD 42,000 - 54,000; Full time

Job summary

The Cape Cod Five Cents Savings Bank in Hyannis, MA is seeking a Customer Service Specialist I to deliver exceptional service and support for electronic banking relationships. You will assist customers across online and mobile channels, help with digital adoption, and identify opportunities to educate on banking products.

You will maintain accurate CRM records, ensure confidentiality, and collaborate with other departments to resolve issues and improve the customer experience.

Qualifications

• High School diploma or GED required; Associate’s Degree strongly preferred.
• Able to learn Bank products and services quickly.
• Excellent problem-solving skills with strong customer service mindset.
• Clear, pleasant speaking with strong written communication.
• Excellent listening skills to understand caller needs and questions.
• Proficient in oral and written communication.
• Able to manage multiple tasks and interruptions smoothly.
• Works well independently and as part of a team.
• Familiar with PCs, Windows OS, Microsoft Office, Internet, and related software.
• Knowledge of mobile platforms: Android and iOS.
• Must have cyber security awareness to protect digital environment.

Responsibilities

• Responds to customer and prospect inquiries via phone, email, and digital channels about accounts and Bank products.
• Documents all interactions in CRM accurately to reflect customer interactions and resolutions.
• Authenticates customers per Bank guidelines to verify identity and protect information.
• Identifies fraudulent activity to protect the Bank and customers.
• Assists customers with online and mobile banking setup, navigation, and maintenance.
• Provides support for other Bank departments as needed.
• Advises customers on Bank products to deepen relationships and service.
• Seeks higher-level approval for situations beyond training or authority.
• Recommends Bank products and services based on customer needs.
• Meets service level deadlines and performance targets.
• Performs outbound calls when required.
• Complies with confidentiality, privacy policies, and all Bank policies.

Skills

Banking experience

Customer service

Product knowledge

Communication skills

Active listening

Problem solving

Cyber security awareness

Education

High School Diploma or GED

Associate’s Degree preferred

Job description

The Cape Cod Five Cents Savings Bank in Hyannis, MA is seeking a Customer Service Specialist I to deliver exceptional service and support for electronic banking relationships. You will assist customers across online and mobile channels, help with digital adoption, and identify opportunities to educate on banking products.

You will maintain accurate CRM records, ensure confidentiality, and collaborate with other departments to resolve issues and improve the customer experience.