Customer Service Representative - Nantucket - Hingham Institution for Savings

About Hingham Institution for Savings

Incorporated in 1834, Hingham Institution for Savings is one of America's oldest banks. The Bank provides commercial mortgage and relationship banking services in Boston, Nantucket, Washington, D.C. and the San Francisco Bay Area. Publicly-traded but family-run since 1993, our objective has been to build one of America's great banks, characterized by superior long-term financial results, a fortress balance sheet that provides unquestionable assurance to our depositors, and an enduring culture of growth and success. We have a small, entrepreneurial team - just under 100 people - and we hold ourselves to high standards.

About the role

Hingham Institution for Savings is seeking a Client Service Representative (CSR) for its Nantucket branch.

This individual will be responsible for providing outstanding service for the Bank"s clients, educating clients about new deposit products and services, and supporting the Branch Manager and Assistant Branch Manager in business development efforts. We are interested in candidates that feel comfortable promoting and explaining our digital products, including online and mobile banking, to customers using these products for the first time.

The best CSRs are genuinely excited to help customers. They're patient, empathetic, and passionately communicative. They love to talk. They can put themselves in their customers' shoes and advocate for them when necessary. Customer feedback is priceless, and these CSRs can gather that. Problem-solving also comes naturally to them. They are confident at troubleshooting and investigate if they don't have enough information to resolve the problem. The target is to ensure excellent service standards and maintain high customer satisfaction.

Responsibilities

• Build sustainable relationships of trust through open and interactive communication
• Take the extra mile to engage customers
• Handle daily customer transactions (deposits, withdrawals, account inquiries)
• Open and setup customer checking accounts, order debit cards
• Manage incoming calls from customers regarding account status - handle complaints, provide appropriate solutions and alternatives, and follow up to ensure resolution
• Ensure compliance with federal and state regulations and bank policies
• Identify opportunities to refer customers to commercial and residential lending groups

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