Description

Newburyport Bank and Pentucket Bank have received formal regulatory approval for the establishment of River Run Bancorp, MHC as the singular, joint mutual holding company under which both banks will operate as separate, independent community banks. 

River Run manages the shared services organization supporting both Newburyport Bank and Pentucket Bank. While both Banks maintain their independent, mutual community bank status, working in tandem under River Run provides scale to the organization. Working together under River Run provides greater opportunities for advanced products and services and operational efficiencies. This will establish River Run as a dominant, sustainable, independent, and full service mutual community banking partnership in the Northeastern Massachusetts and Southern New Hampshire markets.

We are hiring a Service Center Specialist to provide outstanding service to customers via multiple inbound and outbound channels such as phone, email, and chat, among others. This position sees the value in using technology for both the internal and external customer experience. The Service Center Specialist is knowledgeable of all Bank products and helps to promote the financial health and wellness of new and existing customers.

Requirements

• Maintains a thorough knowledge of all Newburyport Bank and Pentucket Bank products, services, procedures, policies, and appropriate regulatory and compliance issues relating to daily job functions.
• In-depth knowledge of maintaining positive customer relations by means of proper handling of all transactions in keeping with established procedures
• Exercises discretion, judgment, and proposal about transaction problems and inquiries.
• Gives accurate and detailed information to customers.
• Demonstrates the ability to reply to questions on Bank transaction services and procedures, adhering to the Bank’s Service Excellence Standards.
• Deepens relationships with new and existing customers by discussing and identifying their financial needs, including making referrals to other colleagues and departments to ensure customer needs are met.
• Confers with customers by telephone or in person to provide information about products and services, cancel accounts or obtain details of complaints.
• Checks to ensure that appropriate changes were made to resolve customer issues.
• Contracts customers to respond to inquiries or to notify them of problem resolution.
• Attends all required regulatory and internal training as provided.
• Understands and adheres to bank policies and procedures for daily operations, security and compliance.

Education and Experience

• Ability to organize, prioritize, and respond simultaneously to multiple tasks and requests.
• Effectively communicates ideas and information, both orally and in writing.
• Familiar with varied web browsers, phone operating systems and devices.
• Ability to solve problems, locate, and correct errors in an accurate manner and with a sense of urgency accordingly.
• Promote the Bank’s culture with a high energy and positive attitude.
• Ability to analyze information and recommend achievable process improvements.
• Minimum of a high school diploma; some college course work preferred; degree highly desirable.
• Proven expert level knowledge of digital platform and various software and technology.
• Proficient with Microsoft Office and standard office equipment; proficiency with call center programs desired

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times. 

River Run Services, LLC is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing or service in the military.

If you are an individual with a disability and require a reasonable accommodation to complete the application process, you may contact Candela Borracci at cborracci@newburyportbank.com or call 978-225-8757.