Customer Experience Associate III

Customer Experience Associate III

Salem Five is a growing regional financial services organization with a rich history of over 160 years. As an independent bank, we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers.

This position is located in the Salem, MA offices and offers hybrid work arrangements. Salem Five has more than 30 retail banking branches throughout Essex, Middlesex, Norfolk and Suffolk counties, strong business banking capabilities, an Insurance division, a Wealth Management & Trust organization and a Mortgage Company that has provided homeownership to generations of families.

Salem Five believes deeply in supporting the communities in which we reside. Donations through our Charitable Foundation or events at the branch or location-level are an important part of our DNA. We would not be the company we are without our commitment to businesses and organizations that help the region thrive and to our employees. Come see what we're all about.

The Customer Experience Associate III is focused on providing exceptional service to Salem Five Consumer and Business customers in line with the banks' multi-channel service strategy. Primary responsibilities involve communicating with customers and prospects via live chat, email, online banking messages and phone, as well as performing additional research and problem solving with the ability to handle escalated customer cases referred by less-tenured Associates. The Customer Experience Associate III is expected to be highly flexible and proficient in several key areas related to Salem Five customer service and to leverage the considerable banking and customer service experience that they bring to the job.

Essential duties and responsibilities include the following; however other duties may be assigned:

• Provide outstanding verbal and written customer service across multiple communication channels (e.g. phone, chat, email) with the ability to move seamlessly between them
• Possess a broad range of knowledge and experience relative to Salem Fives consumer and business deposit and loan products, online and mobile banking platforms, payments technology, and fraud identification and mitigation
• Handling escalated and/or sensitive customer situations when needed
• Performing advanced research and problem resolution
• Assist with training of less-tenured Associates
• Participate as assigned in testing and projects that impact the contact center service channels
• Referrals to other Salem Five business lines, and the cross-sell of additional Salem Five products and services (no cold-calling)
• Demonstrate compliance with banking laws and regulations as defined in company policies and procedures pertinent to the position.
• Demonstrates regular attendance, punctuality, and flexibility in meeting Contact Center staffing needs.
• Assumes additional responsibilities including projects, testing, training, etc. as requested
• Strong advocacy for the Salem Five brand

Essential skills:

• Ability to provide outstanding service across multiple service channels
• Multi-tasking and time management
• Ability to research and resolve difficult customer-related issues
• Fraud identification and mitigation
• Strong systems proficiency and navigation

Education and/or experience: Associates or Bachelors degree preferred and/or 2+ years of banking or related customer service experience.

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 job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to sit and to utilize telephone/computer. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision.

Benefits/Incentives: Health Insurance, Dental, Vision, Flexible Spending Account, Health Savings Account, 401k Matching, Tuition Reimbursement, Employee Referral Program, Summer Family Outing, Annual Holiday Reception and more.

Salary Range: Competitive Base plus incentive.

Ready to apply? If this job sounds like a fit for you, then click on Apply in this posting. We look forward to talking with you. Qualified candidates may also submit a resume and application online at salemfive.com/careers or mail your resume to Human Resources, 210 Essex Street, Salem, MA 01970.