• Customer Experience Associate

    Posted: 07/19/2020

    SUMMARY: Be part of a respected and fast-growing organization while establishing a career in banking. The Salem Five Contact Center is looking for new team members to provide market leading service to businesses and consumers as part of their multi-channel service strategy. Learn, grow and explore the new world of banking with an emphasis on digital tools and technology and a goal of simplifying our customers’ financial lives. Earn a competitive salary and have the chance to earn quarterly bonuses based on performance… all while preparing yourself to take advantage of career growth opportunities. This position is fulltime (40 hours/week): 8-hour shifts Monday - Friday within Contact Center hours (8am-6pm); Occasional week-end rotation within Saturday 9am-3pm, Sunday 9am-3pm. The Customer Experience Associate is an essential role within the Contact Center that is focused on providing a high level of Service to Salem Five Consumer and Business customers. The Customer Experience Associate is expected to be highly proficient in several key areas of the Salem Five Customer Experience including: Consumer & Business Deposit Product Offering Consumer & Business Lending Offering Digital Technology (includes Online Banking & Mobile platforms) Overall Customer Service Skills Fraud Detection (to protect the customer and Salem Five) System Navigation Referrals to other Salem Five business lines, and the cross-sell of additional Salem Five services Strong advocacy for the Salem Five brand The Customer Experience Associate will need to effectively manage their time and work towards achieving the goals set forth by Contact Center Leadership in conjunction with Salem Five Bank. The role will primarily involve inbound Service calls with the goal of providing first call resolution, as well as the ability to prepare for additional opportunities within the Contact Center. Understanding that all divisions of the company work together for one common purpose – to deliver a consistent and distinctive customer experience to all customers. All employees must have knowledge of Salem Five’s digital banking services and are able to use, understand and describe these services. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; however other duties may be assigned as necessary: • Provide an outstanding Customer Experience to Salem Five customers and prospects • Be able to demonstrate a high level of proficiency with Salem Five’s digital technology offering • Proficient with mobile smart phones and downloading applications. This includes the basics of texting, email and application management • Proficient utilizing desktop applications such as MS Office (Excel, Word, Exchange) • Proficient utilizing the Internet (mobile and desktop) to search and locate information • Embrace new and emerging technologies to support operations and customers through flexibility and the ability to learn and adapt to change • Keep up to date on current Contact Center procedures • Work as team within the Contact Center and across Salem Five • Identifies and reports Fraud or suspected Fraud occurrences. Is continuously aware of fraud engineering threats and knows what action to take to protect against fraud. • Demonstrates 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 as requested. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE Associate's Degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience. Previous Banking or Call Center experience a plus. COMPETENCIES To perform the job successfully, an individual should demonstrate the following competencies: Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and core values; benefits organization through outside activities; supports affirmative action and respects diversity. Interpersonal Skills - A strong collaborator with customers and co-workers; focuses on responding to customer inquiries; maintains confidentiality; keeps emotions under control; remains open to others' ideas and tries new things. Oral & Written Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings; writes clearly and informatively; varies writing style to meet needs; presents numerical data effectively. Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; able to build morale and group commitments to goals and objectives. Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. Business Acumen - Understands basics of the business and related implications of decisions. Ethics - Treats people with respect; works with integrity and ethics; upholds organizational values. Problem Solving - Identifies and resolves problems in a timely manner; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics. 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 stand, walk, and sit. Specific vision abilities required by this job include close vision. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. With a rich history and a strong reputation for growth, service and innovation, Salem Five offers employees a sense of stability and pride. Salem Five also offers a comprehensive salary and benefit package including health insurance and matching 401(k) plan. Qualified candidates may submit a resume and application online at https://recruiting.ultipro.com/SAL1006SALMF/JobBoard/607f69f4-a710-3384-9a79-badbea6a9eb4/OpportunityDetail?opportunityId=8876bf1a-158c-49d9-9c6e-e681ac8c68be