Customer Experience Associate I

Salem Five Bank is a growing regional financial services organization with a rich history of over 170 years. They are seeking a Customer Experience Associate I to provide exceptional service to both consumer and business customers through various communication channels. This role involves extensive training and offers opportunities for career growth within the organization.

Responsibilities

• Provide an outstanding Customer Experience to Salem Five customers and prospects via phone (primary), chat, email and online banking
• Ability to support the departments’ efforts to deliver an exceptional customer experience… no matter what it takes
• Be able to demonstrate a high level of proficiency with Salem Five’s products and digital technology offering
• Proficient with mobile technology/platforms/devices, personal computing systems, apps, and email/messaging platforms
• Proficient utilizing desktop applications such as MS Office (Excel, Word, Exchange)
• Assumes additional responsibilities including projects, testing, training, etc. commensurate with experience and job grade level Embrace new and emerging technologies to support operations and customers through flexibility and the ability to learn and adapt to change
• Work as team within the Contact Center and across Salem Five Bank; Collaborate. Communicate. Support
• Identifies and reports fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and knows what action to take to protect customers and the Bank

Skills

• Verbal and written customer service skills across multiple communication channels
• Consumer/Business deposit and loan product offerings
• Digital Technology (includes online banking & mobile platforms)
• Fraud prevention and detection
• Systems proficiency and navigation
• Referrals to other Salem Five business lines, and the cross-sell of additional Salem Five products and services (no cold-calling)
• Strong advocacy for the Salem Five brand
• Ability to support the departments' efforts to deliver an exceptional customer experience
• Demonstrate a high level of proficiency with Salem Five's products and digital technology offering
• Proficient with mobile technology/platforms/devices, personal computing systems, apps, and email/messaging platforms
• Proficient utilizing desktop applications such as MS Office (Excel, Word, Exchange)
• Assumes additional responsibilities including projects, testing, training, etc. commensurate with experience and job grade level
• Embrace new and emerging technologies to support operations and customers through flexibility and the ability to learn and adapt to change
• Work as team within the Contact Center and across Salem Five Bank; Collaborate. Communicate. Support
• Identifies and reports fraud or suspected fraud occurrences
• Continuously aware of fraud engineering threats and knows what action to take to protect customers and the Bank
• Associate or bachelor's degree
• Previous customer service experience
• Prior banking/financial services experience

Benefits

• Medical, dental, and vision coverage
• Flexible Spending and Health Savings Accounts
• 401(k) matching
• Tuition reimbursement
• Employee referral program
• Annual holiday reception
• Summer family outing

Company Overview