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… 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
• Associate or bachelor's degree and/or previous customer service experience preferred
• Currently looking for people with 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