Customer Engagement Specialist

1 week ago


Dedham, Massachusetts, United States Dedham Savings Full time
Job Overview

At Dedham Savings, we prioritize the journey of our clients by providing exceptional support in a professional and friendly manner. Our commitment to our employees is just as strong, ensuring a rewarding work environment that has sustained us for over 192 years. We offer a comprehensive benefits package, including Medical, Dental, Vision, Flexible Spending, Retirement plans, Life Insurance, and more.

ROLE SUMMARY

The Digital Support Agent II is responsible for accurately addressing routine account inquiries and performing account maintenance tasks such as balance checks, deposits, withdrawals, transfers, loan payments, address modifications, and account closures. This role also involves assisting customers with troubleshooting and providing technical support. The Digital Support Agent II plays a crucial role in promoting bank products and services, identifying sales opportunities, and referring customers to the appropriate departments when necessary. Support is delivered through various channels, including email, text, chat, and phone, with an average daily call volume of approximately 50-60 interactions.

KEY RESPONSIBILITIES

  • Act as the primary point of contact for quality customer service for all internal and external communications.
  • Maintain comprehensive knowledge of bank products and services to provide effective assistance.
  • Resolve customer inquiries, conduct account checks, and address questions regarding bank offerings via multiple communication methods.
  • Deliver quality service while processing requests across various areas, including consumer and business deposit accounts, loans, online banking, and payment stops.
  • Assist customers with debit card issues, card maintenance, and research inquiries.
  • Facilitate online account openings and troubleshoot technical issues related to online and mobile banking.
  • Process customer inquiries related to deposits, withdrawals, payments, and conduct necessary research.
  • Support customers with electronic banking challenges, including password resets and issue resolution.
  • Complete maintenance and research requests while informing customers of any applicable fees.
  • Monitor check orders for customers, maintaining accurate inventory and tracking records.
  • Perform maintenance on deposit accounts, ensuring accuracy and adherence to error ratio standards.
  • Achieve monthly referral targets.
  • Comply with the bank's privacy and data security policies to protect sensitive information.

QUALIFICATIONS

To succeed in this role, candidates must meet the following qualifications:

  • High school diploma or GED; three or more years of experience in call center and banking environments, or a combination of education and experience.
  • Proficient in utilizing online reference systems, web applications, and printed materials.
  • Able to engage with customers while simultaneously processing information and documenting responses using computerized systems.
  • Experience with web navigation and handling confidential information.

WORK ENVIRONMENT

This position operates in a standard office setting, requiring frequent use of a personal computer, telephone, and headset. The role involves extended periods of sitting and managing a high volume of incoming calls, averaging around 100 calls per day.

Dedham Savings is dedicated to fostering an inclusive work environment that values diversity and promotes a sense of belonging among all employees.

Dedham Savings is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees.



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