Client Care Banker

3 weeks ago

Leominster, Massachusetts, United States Fidelity Cooperative Bank Full time

About Fidelity Cooperative Bank:

Fidelity Cooperative Bank is a leading community bank in Central and Eastern Massachusetts, renowned for its commitment to delivering exceptional client experiences.

As a Client Care Banker, you will play a vital role in helping our valued clients achieve their financial goals through our LifeDesign approach.

By providing outstanding, caring service, you will demonstrate our commitment to helping clients succeed.

You will be responsible for delivering caring and confident responses to clients' digital inquiries, received via telephone, website, video, chat, SMS, and email.

Utilizing the LifeDesign approach and C.A.R.E. principles, you will recommend solutions for all lines of business while promoting and supporting digital adoption.

You will maintain a superior knowledge of all products and services to provide an exceptional client experience.

Responsibilities:

  • Provide the highest level of customer service in a positive, courteous, and enthusiastic manner to all colleagues and clients.
  • Maintain a superior knowledge of all Bank products and services and knowledge of client-facing digital technologies.
  • Promote the use of and assist clients with all Digital Banking applications.
  • Provide caring client support to all business/consumer digital channel clients through phone, email, web chat, online, mobile banking, SMS text, video, or other digital means.
  • Respond to all client questions, problems, and concerns in accordance with predetermined SLAs.
  • Conduct client requests promptly and accurately.
  • Open and onboard new consumer and business accounts, opened over the phone and online, following our LifeDesign approach.
  • Take consumer loans and accept home equity loan applications.
  • Conduct outbound phone calls to our clients to deepen relationships and cross-sell additional products and services.
  • Contribute to the department's success by being a team player and supporting bank goals with proactive activities.
  • Achieve individual performance goals, including sales/referral goals and client care banking goals.
  • Provide a high level of customer service by consistently expanding the client relationship through quality conversations.
  • Responsible for conducting client maintenance and post-call work to ensure client requests are handled effectively.
  • Ensure the safety and security of client information.
  • Follow bank policies and procedures to ensure client identity and due diligence.
  • Listen for fraud and potential risks of account takeover.
  • Conduct and/or respond to debit card fraud monitoring and issues.

Requirements:

  • High School Diploma plus one year customer service or related experience.
  • Proven customer service, written, and verbal communication skills.
  • Ability to prioritize and multi-task.
  • Strong understanding of online navigation, digital bank services, and applications.
  • Proven ability to learn and use multiple computer programs, including Microsoft Word, Excel, the internet, and multiple platform automation and client information tracking systems.

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