Senior Customer Care & Digital Banking Specialist

Stoneham Bank; Stoneham (MA); On-site; USD 33,000 - 41,000; Full time

Benefits offered by this job

Medical Insurance with HRA

Vision Insurance

401K with matching contributions

Performance Incentive Plan

Flexible Spending Account

Life, AD&D Insurance

Free Parking

Paid Vacation Personal, Sick, Holiday,

Wellness Programs including flu shots

Voluntary programs including cancer/SH

Employee Assistance Program

Job summary

StonehamBank in Stoneham, MA, is seeking a Senior Customer Contact Center Specialist to deliver exceptional service across phone, video banking, chat, text, internet, and in‑person channels. The role requires a strong foundation in bank products, policies, and procedures, with Saturday support and potential remote assistance upon request.

The position emphasizes accuracy, professionalism, and adherence to performance standards while driving customer satisfaction and retention in a full‑time

Qualifications

• Associate’s degree or a minimum of three years of experience in a financial services environment.
• Strong decision‑making skills and ability to work independently.
• Technologically proficient with the ability to navigate multiple communication platforms.
• Proficient in Microsoft Word, PowerPoint, Excel, and internet applications.
• In‑depth knowledge of bank policies, procedures, and applicable state and federal regulations.

Responsibilities

• Serve as a backup to the Montvale Branch, providing front desk or customer service support as needed.
• Resolve or refer customer inquiries and perform account maintenance tasks such as wires, debit disputes, mobile deposits, and return mail.
• Assist and educate customers on digital banking tools including Online banking, ATM usage.
• Maintain a high level of confidentiality, security, and adherence to internal control procedures.
• Stay current on product offerings, policy updates, and procedural changes.
• Complete all required training programs and attend staff, sales, and other meetings as designated by management.
• Perform daily Customer Contact Center activities across all supported channels.
• Notify management promptly of any significant policy deviations, customer complaints, or unresolved issues.
• Refer customers to appropriate departments based on their financial needs.

Skills

Customer service

Decision making

Tech proficiency

MS Office

Education

Associate's degree

Tools

Microsoft Office

Microsoft Word

PowerPoint

Excel

Job description

StonehamBank in Stoneham, MA, is seeking a Senior Customer Contact Center Specialist to deliver exceptional service across phone, video banking, chat, text, internet, and in‑person channels. The role requires a strong foundation in bank products, policies, and procedures, with Saturday support and potential remote assistance upon request.

The position emphasizes accuracy, professionalism, and adherence to performance standards while driving customer satisfaction and retention in a full‑time