Digital Banking Specialist

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 Digital Banking Specialist (DBS) is an essential role within the Salem Five Contact Center and is focused on providing a high level of service and support to Salem Five Consumer and Business customers, Retail branches, Contact Center staff and other bank personnel.  The Digital Banking Specialist is a subject matter expert in areas including, but not limited to, consumer and small business online/mobile banking platforms, digital payments, and fraud research and mitigation.  This individual will work both independently and as part of a team to provide advanced troubleshooting and research services to front-line Contact Center and Retail staff in an effort to facilitate optimal problem resolution services to customers.  The DBS is also expected to leverage his/her expertise by contributing to department training efforts and participating in Contact Center projects when assigned.  Last, as a critical member of the Contact Center Team, the DBS is expected to help the Contact Center achieve its’ stated goals and ensure an exceptional customer experience. 

ESSENTIAL DUTIES AND RESPONSIBILITIES:  include the following; however other duties may be assigned as necessary. 

• Support internal customers by providing advanced troubleshooting, research and problem resolution support
• Develop and apply a deep understanding of the consumer and small business online banking platforms, digital payment services, and fraud research and resolution.
• Record and maintain documentation and data relative to area(s) of expertise and services provided
• Establish and maintain a continuous feedback loop with Management and Training/Quality personnel so as to share critical information and promote continuous learning across the department; participate in training activities when appropriate
• Support Contact Center and/or Bank projects as assigned, particularly those related to Digital Banking, Fraud Prevention and Digital Payments
• Embrace new and emerging technologies to support operations and customers through flexibility and the ability to learn and adapt to change
• Provide back-up support for immediate work group and other areas of the Contact Center as needed
• Ensure compliance with banking laws and regulations as defined in company policies and procedures pertinent to the position.
• Regular attendance is essential to this position.
• Assumes additional responsibilities as requested

ESSENTIAL SKILLS 

• Demonstrate (or ability to develop) a high level of proficiency with Salem Five’s products, services, systems, and digital tools/platforms
• Solid business acumen and ability to make sound business decision
• Strong understanding of risk management to benefit customers and the Bank
• Produce work of high quality and accuracy
• High level of attention to detail
• Excellent customer service
• Ability to multi-task and work in a fast-paced environment
• Strong verbal and written communication skills
• Proficient with technology including PC’s, mobile devices, MS Office Suite
• Ability to learn and use proprietary/non-proprietary applications

QUALIFICATIONS 

To perform this job successfully, an individual must have prior banking experience and be able to develop and utilize subject matter expertise in the areas not limited to consumer and small business digital banking, , digital payments, and fraud prevention/resolution, and share that knowledge effectively with Contact Center Staff. 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 a minimum of two years of related experience and/or training; or equivalent combination of education and experience.  Banking and/or Contact Center experience strongly preferred

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 and employee inquiries professionally; maintains confidentiality; keeps emotions under control; remains open to others' ideas and tries new things; is a role model; is visible, available, approachable and patient

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 – Always looks for ways to improve and promote quality; demonstrates accuracy and thoroughness. 

Business Acumen - Understands basics of the banking business, uses that knowledge to make sound decisions and understands the related implications of those 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; use hands to finger, handle, or feel; and talk or hear.  The employee is occasionally required to walk; sit; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee   may occasionally lift and/or move up to 25 pounds.  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 

Ready to apply? If this job sounds like a fit for you, then click on Apply/Apply Now 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.