Digital Banking Support Specialist

The Cape Cod Five Cents Savings Bank; Massachusetts; On-site; USD 42,000 - 54,000; Full time

Job summary

The Cape Cod Five Cents Savings Bank is seeking a Client Care Specialist I to deliver outstanding client service by answering questions and resolving issues across electronic banking platforms. The role focuses on establishing and maintaining digital relationships and driving adoption of online and mobile banking.

Ideal candidates have a high school diploma (associate degree preferred), about 6 months of client service experience, and a knack for problem solving, clear communication, and

Qualifications

• High School degree or GED and willingness to pursue higher education required.
• Associate's Degree strongly preferred.
• 6 months client service experience.
• Experience providing digital support preferred.
• Banking experience preferred.
• Ability to quickly learn the Bank's products and services.
• Excellent problem-solving skills with a commitment to client service a must.
• Ability to speak in a clear and pleasant manner.
• Ability to listen effectively to understand callers and determine needs.
• Excellent oral and written communication skills.
• Ability to handle multiple tasks and interruptions.
• Ability to work independently and as part of a team.
• Working knowledge of PCs, Windows OS, Microsoft Office, the Internet, and other software systems.
• Knowledge of mobile platforms including Android and iOS.
• Must have cyber security awareness to protect the digital environment, the Bank, and clients.

Responsibilities

• Responds to client and prospect inquiries via phone, email, and digital channels regarding accounts and products.
• Documents all interactions in CRM accurately to reflect client interaction and resolution.
• Authenticates clients per bank guidelines to protect information.
• Identifies fraudulent activity to protect the Bank and clients.
• Assists in client support for online and mobile banking and related services.
• Provides support for other Bank departments.
• Advises clients regarding Bank products to deepen relationships.
• Solicits higher-level approval for situations exceeding authority.
• Actively recommends Bank products based on client needs.
• Meets service level deadlines and performance targets.
• Outbound calls to clients as required.
• Complies with confidentiality and privacy policies and all Bank regulations.

Skills

Client service

Digital support

Banking

Learning quickly

Problem solving

Communication

Listening

Multitasking

Independent work

PCs / Microsoft Office

Mobile platforms (Android / iOS)

Cyber security awareness

Education

High School or GED

Associate's Degree preferred

Tools

CRM software

Windows OS

Microsoft Office

Mobile banking platforms

Job description

The Cape Cod Five Cents Savings Bank is seeking a Client Care Specialist I to deliver outstanding client service by answering questions and resolving issues across electronic banking platforms. The role focuses on establishing and maintaining digital relationships and driving adoption of online and mobile banking.

Ideal candidates have a high school diploma (associate degree preferred), about 6 months of client service experience, and a knack for problem solving, clear communication, and