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Customer Engagement Specialist
2 months ago
At Dedham Savings, we prioritize being present for our clients throughout their financial journey. Our commitment extends to our employees, who are essential to our success over the years. We offer a comprehensive benefits package that includes Medical, Dental, Vision, Flexible Spending Accounts, Retirement Plans, Life Insurance, and more.
ROLE PURPOSE
The Digital Support Agent II is responsible for effectively 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 provides technical support and troubleshooting assistance to customers. The agent 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 communication channels, including email, text, chat, and phone, with an average of 50-60 interactions daily.
KEY RESPONSIBILITIES
- Act as the primary point of contact for quality customer service for all inquiries.
- Maintain in-depth knowledge of bank products and services to provide comprehensive support.
- Resolve customer concerns, conduct account inquiries, and address questions regarding bank offerings through multiple communication methods.
- Deliver exceptional service while processing requests related to consumer and business deposit accounts, loans, online banking, and payment stops.
- Assist customers with debit card issues, including disputes and maintenance requests.
- Guide customers through the online account opening process.
- Troubleshoot various technical issues related to online and mobile banking.
- Handle customer inquiries regarding deposits, withdrawals, and payments, ensuring thorough research as needed.
- Support customers with electronic banking challenges, including password resets and issue resolution.
- Complete maintenance and research requests, informing customers of any applicable fees.
- Monitor check orders for customers, maintaining accurate inventory and records.
- Perform maintenance on deposit accounts, ensuring accuracy and compliance with internal standards.
- Meet monthly referral targets.
- Adhere to privacy and data security policies to protect sensitive information.
QUALIFICATIONS
To excel in this role, candidates must meet the following qualifications:
- High school diploma or GED; three or more years of experience in a call center or banking environment, or a combination of education and experience.
- Proficient in utilizing online reference systems and web-based applications.
- Able to engage with customers while accurately documenting interactions using computerized systems.
- Strong web navigation skills and experience.
- Ability to handle confidential information responsibly.
WORK ENVIRONMENT
This position operates in a standard office setting, requiring frequent use of a personal computer, telephone, and headset. The role involves prolonged periods of sitting and managing a high volume of incoming calls.
Dedham Savings is dedicated to fostering an inclusive workplace that values diversity and provides equal opportunities for all employees and applicants.
