Customer Experience Associate I

Customer Experience Associate I

Salem Five is a growing regional financial services organization with a rich history of over 170 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 opportunity. 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 is a key role within the Contact Center 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 phone, chat, email and secure messaging. Customer Experience Associate new hires receive extensive training from dedicated resources and supervisors to support their success and career growth. This role offers the development of skills and job knowledge providing for advancement opportunities across the organization.

• Verbal and written customer service skills across multiple communication channels
• Consumer/Business deposit and loan product offerings
• Digital Technology (includes online banking & mobile platforms)
• Fraud prevention and detection
• Systems proficiency and navigation
• Referrals to other Salem Five business lines, and the cross-sell of additional Salem Five products and services (no cold-calling)
• Strong advocacy for the Salem Five brand

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

• Provide an outstanding Customer Experience to Salem Five customers and prospects via phone (primary), chat, email and online banking.
• Ability to support the departments' efforts to deliver an exceptional customer experience… no matter what it takes
• Be able to demonstrate a high level of proficiency with Salem Five's products and digital technology offering
• Proficient with mobile technology/platforms/devices, personal computing systems, apps, and email/messaging platforms
• Proficient utilizing desktop applications such as MS Office (Excel, Word, Exchange)
• Assumes additional responsibilities including projects, testing, training, etc. commensurate with experience and job grade level Embrace new and emerging technologies to support operations and customers through flexibility and the ability to learn and adapt to change
• Work as team within the Contact Center and across Salem Five Bank; Collaborate. Communicate. Support.
• Identifies and reports fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and knows what action to take to protect customers and the Bank.

QUALIFICATIONS, EDUCATION and/or EXPERIENCE to be a Customer Experience Associate I or II. The ideal candidate will have the following skills and experience: Associate or bachelor's degree and/or previous customer service experience preferred. Currently looking for people with prior banking/financial services experience.

Benefits/Incentives : We offer a comprehensive benefits package designed to support your well‑being and success, including medical, dental, and vision coverage; Flexible Spending and Health Savings Accounts; 401(k) matching; and tuition reimbursement. You will also enjoy additional perks such as our employee referral program, annual holiday reception, summer family outing, and more.

Salary Range : $42,000 - $65,000 plus incentives

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, and performance. This range may be modified in the future.

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.