Customer Contact Center Specialist - Onsite

At StonehamBank, we work as a team to achieve the fundamental principles of excellence, service, and trust. Our experience has led us to what we are today, a stable institution that has progressed into the future with its own identity.

Banking Opportunities

Senior Customer Contact Center Specialist- Stoneham, MA

Full-Time - Monday-Friday and occasional Saturdays

Position Summary :

Provide exceptional service to both customers and bank staff via telephone, video banking, chat, texting, internet, email, and in person if applicable. Acts as first line support to our customers. Maintain extensive knowledge of bank products and services. Ensure compliance knowledge of bank policies and procedures. Available and flexible to meet business needs and hours including Saturdays in the Customer Contact Center. Maintain an acceptable service level.

Key Responsibilities :

• Provide exceptional customer service by resolving / referring customer inquiries and maintenance. Opening accounts, various maintenance, (wires, debit disputes, etc.) and assisting and educating customers on utilizing digital channels. (i.e., video banking, business and consumer online banking, mobile banking, ATMs etc.)
• Practice and maintain a high awareness of customer confidentiality, security, safety, and internal control procedures.
• Maintain extensive product knowledge of bank products and services. Keeps up to date on product updates, policy and / or procedure changes.
• Complete all required online and in-person training programs offered by the bank and / or department. Attending staff, sales, training, or other meetings as designated by a member of management.
• Perform daily Customer Contact Center activities including assisting customers via phone, video banking, chat, text, internet, email and adhering to daily task schedule.
• Advise management immediately of any major department policy and / or procedure deviations or any customer complaints and / or issues.
• Referring new or existing customers to the appropriate departments such as Stoneham Financial Services, Commercial or Residential Lending as needed based on the customers financial needs.
• Meet or exceed assigned annual department goals. Is knowledgeable of and participates in sales and performance goals. Tracks open and closed sales for Performance Incentive Plans.
• Adhere to StonehamBank 's Standard of Professionalism. Demonstrate a positive behavior consistently by greeting customers through video or phones with a smile, using their name, and thanking them for banking with StonehamBank.
• Performs outbound calling for customer retention, promotional campaigns, Risk / BSA, Operations, Lending, etc.
• Perform additional duties as assigned by Bank management.
• Participates in Community Events such as volunteering for local schools, neighborhood associations, government, and / or nonprofit organizations which is part of StonehamBank 's Values "SERVICE".

Minimum Qualifications (Education, Experience, and Skills) :

Associates degree or three years of work experience in a financial services environment. Ability to make good sound decisions, technology savvy with the ability to use and understand different modes of contacting the Bank. Computer skills (Microsoft Word, Power Point, Excel, Internet). Knowledge of bank policies, procedures as well as state and federal rules and regulations. Strong knowledge of state and federal regulations pertaining to bank products and services. Knowledge of PCs, smartphones, tablets, different browsers, photocopiers, scanners, etc.

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 accommodations 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, ability to work at a PC for an extended period of time. 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

StonehamBank is an equal opportunity employer and makes employment decisions without regard to race, color, religion, gender, sexual orientation, age, national origin, genetic information, gender identity, disability, marital status, status as a covered veteran, or any other protected status as defined by applicable state and federal laws.

EOE / M / F / Disabled / Vet

Member FDIC / Member DIF