Customer Care Specialist (Peabody, MA) - North Shore Bank

POSITION SUMMARY:


Responsible for maintaining in-depth knowledge regarding a wide array of bank products, services, regulations and data processing to provide support to customers, branch personnel and management for a multi-bank holding company.





ESSENTIAL FUNCTIONS & RESPONSIBILITIES:



+ Responsible for meeting or exceeding customer service standards that are set forth by the department and/or bank. Requires discretionary decision-making, interpreting guidelines and bank policies and determination of fee refunds and reversals.


+ Understand department and Bank goals; participate in all established initiatives to meeting or exceeding the goals.


+ Acquire and employ an in-depth knowledge of Bank products, as well as sales and customer relations’ techniques by telephone, online chat function, Video, or email to increase new and expand existing customer accounts.


+ Receive and resolve questions and problems of routine too more complex in nature. Employ ownership, proper telephone etiquette, and strong oral and written communication skills to service the external and internal customer’s needs fully. Ensure adequate follow up is afforded to each customer to foster positive customer relations and promote repeat and/or expanded business.


+ Receive and respond to branch and other internal department questions or requests of routine too more complex in nature. Provide guidance to all bank employees including management in making decisions in the best interest of the bank and the customer. When applicable make decisions with scope of authority and/or process supervisor overrides for own customers and branch personnel.


+ Effectively collaborate with management and co-workers, consistently sharing customer impact stories and reporting on customer trends.


+ Maintain a high degree of operational knowledge of all Bank products and services, deposit account regulations, transaction procedures and corresponding technology, in order to act as a help desk for branch/bank personnel, service and sell accounts and resolve routine to more complex problems. Review memos and procedures as needed, attend training and staff meetings as requested.


+ Acquire and apply knowledge of 20+ Bank’s systems and 10+ customer facing systems, computer and mobile devices, inter-departmental and data processors functions, policies and procedures and workflows, in order to product customers with technical support, conduct research, problem solve and adjust account problems/ transactions of a routine to more complex nature in an accurate and timely manner.


+ Obtain necessary information and complete required paperwork to ensure customer product needs are transacted completely, such as check orders, research, change of address, stop payment request, etc.


+ Document all calls in the call tracking system with appropriate comments to keep management apprised of call activity. Identify and escalate priority issues to management.


+ Contribute ideas and participate in activities designed to improve customer satisfaction and business performance.


+ Performs all duties in accordance with processing deadlines and prescribed regulatory compliance guidelines.


+ Protect the confidentiality of non-public customer information (NPCI) and the security of our information technology resources. Adhere to the Bank’s Acceptable Use Policy, participate in security awareness training and successfully pass social engineering testing which are designed to provide the education necessary to enable employees to keep the bank secure. Employee awareness and vigilance are required in following these cyber security best practices and are the most effective weapon we have against cyber threats and fraud.


+ Performs related or unrelated duties as may be required. May need to act as a back up to the Deposit Operations areas.






REQUIREMENTS (Knowledge, Skills, Abilities, and Education and/or Experience):



+ High School diploma.


+ One to two years of bank experience.


+ Knowledge and understanding of the Bank’s retail products.


+ Good customer service and organizational skills.


+ Attention to detail and ability to rotate a wide variety of duties.


+ Able to use various office equipment, including PC’s.


+ Able to travel to various ATM locations.


+ May be required to work extended hours or weekend.






NSB offers competitive benefits packages, which include the following:



+ Medical, Dental and Vision on day 1 - no waiting period


+ 401k with company match


+ Paid Time Off - Vacation, Personal, Sick, Holiday


+ FSA/DC/HSA Accounts


+ Company Paid Short-Term Disability


+ Company Paid Long-Term Disability


+ Paid Family Medical Leave


+ Company Paid Life & ADD


+ Voluntary Life


+ Tuition Assistance


+ Hospital Indemnity Plan


+ Employee Referral Bonus


+ Employee Banking Discounts


+ Supplemental Insurance Plans with AFLAC


+ Pet Insurance


+ Weekly Jeans Day Program


+ Service Recognition Program


+ Wellness Benefits including Weight Watchers, Mind & Body, Gym Memberships and much more!






At North Shore Bank, we are committed to creating a place as diverse as the communities we serve. Our core values shape the decisions we make every day and help to define our company culture and it is these values that comprise what we call, “well north of your expectations”. Our core values include leadership, integrity/transparency, respect, adaptability, collaboration, accountability, and empathy.


North Shore Bank is an EOE. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.