Customer Experience Associate I Professional

5 days ago


Salem, Massachusetts, United States SFB Full time
About Salem Five
Salem Five is a dynamic regional financial services organization with a rich history spanning 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 role 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.

We believe 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.

Job Summary
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.

Key Responsibilities:
  • Provide an outstanding customer experience to Salem Five customers and prospects via phone (primary), chat, email, and online banking.
  • Ability to support the department's 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 offerings.
  • 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).

Requirements
  • Associate's or Bachelor's degree and/or previous customer service experience preferred.
  • Banking/financial services experience a plus, although not required.

What We Offer
  • Competitive base salary of $50,000 - $65,000 per year, plus incentive pay.
  • 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.


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