Experience Banker

Leader Bank; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

Join a fast-growing community bank as an Experience Banker, where you'll provide exceptional support to clients through various communication channels. This fully remote role emphasizes a positive attitude and adaptability, as you'll assist with inquiries related to banking products and services. With a commitment to client satisfaction and a supportive work environment, this position offers an opportunity to thrive in a dynamic setting. Enjoy a competitive compensation package and be part of a team that values your contributions while fostering diversity and inclusion.

Benefits

401k Plan with Corporate Match

Medical Insurance

Dental Insurance

Work-Life Balance

Diversity and Inclusion Initiatives

Qualifications

• Strong client service and listening skills are essential.
• Intermediate computer literacy is required.
• Ability to handle multiple priorities with attention to detail.

Responsibilities

• Provide support via phone, chat, text, email, and video.
• Manage open tickets and follow up with clients.
• Troubleshoot online banking and debit card issues.

Skills

Client Service Skills

Listening Skills

Organizational Skills

Verbal Communication

Written Communication

Stress Tolerance

Attention to Detail

Interpersonal Skills

Adaptability

Education

Associates Degree or Equivalent Experience

Tools

Online Banking Systems

Ticket Management Systems

Job description

Job Details

Position Type: Full Time

Salary Range: Undisclosed

Description

Leader Bank is looking for exceptionally dedicated team members to join one of the region’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become of the most successful banks in Massachusetts with more than $4 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $2 billion.

Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always be improving our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.

Summary

The Experience Banker is a fully remote (from approved locations) role,and provides phone, email, video, text, and chat support to our internal and external customers for the various products and services offered. This includes providing support for Business and Consumer Online, Loans, Mobile Banking, Debit Cards etc. The Experience Banker will be a team player with a positive attitude and be comfortable in a changing environment.

The Experience Banking Center is open the following hours:

Monday - Friday 8 AM - 8 PM Eastern Time

Saturday 9 AM - 5 PM Eastern Time

Sunday 9 AM - 2 PM Eastern Time

This role will predominately work evening shifts (Eastern Time) and weekend shifts, and schedule is subject to change based on business needs.

Responsibilities

• Answer common client inquiries via phone, chat, text, email, and video in a professional and positive manner
• Manage open tickets by providing consistent and timely follow ups with all clients
• Process contact and address changes in accordance with procedure
• Process stop payment requests in an accurate and timely manner
• Assist with daily call backs for suspicious debit card activity and processing Reg E Claims with strict adherence to Regulation E and Company policy
• Troubleshoot common debit card issues, order debit cards and perform card maintenance properly as necessary
• Troubleshoot online banking issues such as lock outs, password resets, navigating the website, browser issues etc.
• Assist loan clients with basic questions including payment due dates, amount due, account balances and histories

Qualifications

• Associates degree or equivalent experience
• Intermediate computer literacy
• Strong client service and listening skills
• Basic understanding of banking policies and procedures
• Adhere to attendance policies
• Excellent organizational skills
• Ability to handle multiple priorities and possess a strong attention to detail
• Strong stress tolerance
• Excellent verbal and written communication skills
• Strong interpersonal skills
• Positive attitude and eagerness to learn
• Acknowledgment to all important procedure updates in chats and emails
• Demonstrate client obsession by going above and beyond for each client

Leader Bank offers an excellent compensation and benefits package including: 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.

Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.

Leader Bank is an E-Verify participant.* For more information, click on the links below:

https://www.e-verify.gov/sites/default/files/everify/images/manuals/EVParticipationPoster.JPG

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*E-Verify is a registered trademark of U.S. Department of Homeland Security

Qualifications