Senior Customer Contact Center Specialist - Onsite

Senior Customer Contact Specialist

At StonehamBank, "More" isn't just a promise to our customers it's how we show up for each other. We work as one team, grounded in trust and driven by service, always striving to deliver more value, more support, and more impact in our communities. Our history gives us strength, and our culture empowers us to keep moving forward together.

Banking Opportunities

Senior Customer Contact Specialist Stoneham, MA

Full-Time

The hourly pay range for this position is $24.00 - $30.00. This range reflects the Bank's good faith estimate for this role at the time of posting. The Bank may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual compensation will be determined based on factors, such as but not limited to, relevant education, experience, and skills.

Position Summary:

The Senior Customer Contact Center Specialist provides exceptional service to customers and internal staff through multiple channels including phone, video banking, chat, text, internet, email, and in-person interactions when applicable. This role serves as the first line of support for customer inquiries and requires extensive knowledge of bank products, services, policies, and procedures. The Specialist works independently with accuracy and flexibility to meet business needs, including Saturday coverage and remote support when requested. The position requires adherence to performance standards, professionalism, and a commitment to delivering outstanding customer service.

Key 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:
• Video banking
• Online banking (business and consumer)
• Mobile 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 (online and in-person) 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 such as Stoneham Financial Services, Commercial Lending, or Residential Lending based on their financial needs.
• Meet or exceed annual department goals and participate in sales and performance initiatives. Track sales activity for Performance Incentive Plans.
• Uphold StonehamBank's Standards of Professionalism by consistently demonstrating positive behavior, greeting customers with a smile, using their name, and expressing appreciation for their business.
• Conduct outbound calls for customer retention, promotional campaigns, and support for Risk/BSA, Operations, and Lending initiatives.
• Perform other duties as assigned by Bank management.
• Participate in community engagement activities, including volunteering with local schools, neighborhood associations, government entities, and nonprofit organizations, in alignment with StonehamBank's core value of SERVICE.
• Protect the Bank's data and systems by adhering to the Employee Acceptable Use of Technology Agreement and cybersecurity best practices.

Knowledge/Skills/Experience Requirements:

• 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.
• Familiarity with PCs, smartphones, tablets, browsers, photocopiers, scanners, and other office equipment.

Working Conditions and/or Physical Requirements:

Physical Demands (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.): While performing the duties of this position, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and reach with hands and arms, and ability to work at a PC for an extended period. The employee must occasionally lift and/or move up to 20 pounds. General Office/Bank Environment.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position title. The position description is not to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees classified in the position. In addition, all employees may be required to perform duties outside of their normal responsibilities from time to time, as needed. StonehamBank, at its discretion, may modify this position description at any time

We offer a competitive compensation package including the following:

• Medical Insurance with HRA
• Dental Insurance
• Vision Insurance
• 401K with matching contributions
• Performance Incentive Plan
• Flexible Spending Account
• Dependent Care
• Life, AD&D Insurance
• Free Parking
• Paid Vacation Personal, Sick, Holiday, Bereavement
• Wellness Programs including flu shots and Health Club membership reimbursement (through health insurance)
• Voluntary programs including supplemental Short/Long Term Disability and Cancer benefits
• Employee Assistance Program (legal, financial, and personal counselling)
• On-site and online training classes
• Employee Referral Incentive

EOE/M/F/Disabled/Vet

Member FDIC/Member DIF