Customer Support Specialist I

2 months ago


Woburn, Massachusetts, United States Northern Bank Full time
Position Overview

The Customer Support Specialist I plays a crucial role in leveraging their expertise and technical capabilities to address customer inquiries efficiently, focusing on the Bank's diverse offerings.


Key Responsibilities:

  • Address inquiries and requests from both external and internal customers.
  • Guide users through the Bank's electronic banking services, including mobile banking, remote deposit capture, bill payment, and external transfers.
  • Investigate and resolve issues related to the Bank's products and services.
  • Troubleshoot customer difficulties with online and mobile banking functionalities.
  • Assist customers with password resets and account access issues.
  • Maintain up-to-date knowledge of information systems and training materials.
  • Process account maintenance requests and perform various data entry tasks.
  • Engage in other deposit-related functions as necessary.
  • Promote and introduce new products to existing and potential customers through a relationship-focused approach.
  • Assist customers in opening online accounts while ensuring fraud prevention measures are in place.

Qualifications:

  • 1-2 years of experience in Banking Customer Service, Deposit Operations, Contact Center, or Retail Banking.
  • Thorough understanding of the Bank's deposit products and services, as well as knowledge of loan and credit card offerings.
  • In-depth knowledge of the Bank's electronic services, including consumer and business electronic banking, mobile banking, bill payment, and wire transfers.
  • Familiarity with Cash Management services, including ACH origination and Remote Deposit Capture.
  • Working knowledge of Bank policies and procedures, particularly those regulated by Federal or State laws.
  • Preferred experience with MS Office applications and various banking software tools.

About Northern Bank & Trust Company

Northern Bank is committed to delivering practical financial solutions tailored to our customers' needs, helping them achieve their personal and business aspirations. Established in 1960, we have grown to manage over $3 billion in assets, serving communities throughout Middlesex County. Northern Bank is a Member of the FDIC and an Equal Housing Lender.


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