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Customer Engagement Specialist
2 months ago
At Dedham Savings, we prioritize our clients' journeys by providing exceptional support in a warm and professional manner. Our commitment to our employees is equally strong, as we recognize that our success over the past 192 years is due to their dedication. We offer a comprehensive benefits package that includes Medical, Dental, Vision, Flexible Spending, Dependent Care, Child Care Subsidy, Retirement, Life Insurance, and various other perks.
ROLE PURPOSE
The Digital Support Agent II is responsible for accurately addressing routine account inquiries and executing 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 agent will consistently promote awareness of bank products and services, identify sales opportunities, and refer customers to the appropriate departments when necessary. Support is delivered through multiple 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 incoming calls.
- Maintain an in-depth understanding of bank products and services to provide comprehensive assistance.
- Resolve customer inquiries, conduct account checks, and address questions about bank offerings through various communication methods professionally.
- Deliver quality service and support while processing requests across different areas, including consumer and business deposit accounts, loan inquiries, online banking, and stop payments.
- Assist customers with debit card disputes, card management, and research inquiries.
- Guide customers through online account opening processes.
- Troubleshoot various technical issues related to online and mobile banking access.
- Process customer inquiries regarding deposits, withdrawals, payments, and conduct necessary research.
- Support customers with electronic banking issues, including password resets and problem resolution.
- Complete maintenance and research request forms while informing customers of applicable fees.
- Monitor check orders for customers, ensuring accurate inventory management and record-keeping.
- Perform maintenance on deposit accounts, ensuring accuracy and compliance with established procedures.
- Achieve monthly referral targets.
- Adhere to the bank's privacy and data security policies, safeguarding sensitive information and complying with relevant regulations.
QUALIFICATIONS
To succeed in this role, candidates must demonstrate the ability to fulfill each essential duty effectively. The following qualifications are necessary:
- High school diploma or GED; three or more years of experience in call center operations and banking, or a combination of education and experience.
- Proficient in utilizing online reference systems, web applications, and printed materials.
- Able to engage in dialogue with customers while processing information and documenting responses using computerized systems.
- Experience with web navigation.
- Capable of handling confidential information responsibly.
WORK ENVIRONMENT
This position operates in a standard office environment, 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 100 calls in an eight-hour workday.
Dedham Savings is committed to fostering an inclusive workplace that values diversity and promotes equal opportunity for all employees and applicants, regardless of race, color, religion, gender, sexual orientation, age, marital status, national origin, disability, veteran status, or any other status protected by law.
