Digital Engagement Specialist - Sandy Spring Bank

About Us:

Are you someone who seeks opportunity and has a true desire to grow your career with an organization that has enriched the lives of its clients and communities in the Greater Washington region for more than 150 years? If so, Sandy Spring Bank may be the perfect fit for you!​

 

Sandy Spring Bank is a growing financial services company focused on creating real experiences for our employees, clients, shareholders and communities. ​We are proud to have been certified as A Great Place To Work®, recognized by The Washington Post and the Baltimore Sun as a Top Workplace, by Forbes magazine as the #1 Bank in Maryland.  It is our employees who play an integral role in shaping who we are as a company and upholding what matters most to us: people and relationships.​

 

To help us attract the highest quality individuals, we offer a comprehensive benefits package to those who qualify. We offer competitive market salaries, paid time off, multiple retirement savings options, full health care options, life insurance, health care and dependent care flexible spending accounts, career development opportunities, tuition assistance and volunteer opportunities. We are proud to offer those, and so much more, making Sandy Spring Bank a remarkable place to work and build a career.

About the Job:

Sandy Spring Bank is currently recruiting for a Digital Engagement Specialist. This position will provide remarkable customer service, based on the Bank’s principles, to clients and prospects who contact the bank by email, chat, or other digital channels. Provide complete and accurate general information, resolve issues, and identify the need to strengthen the client relationship through cross-sell opportunities. Identify current and prospective client needs and determine appropriate solutions to resolve all issues and concerns, as well as, qualify leads and explain products and services that may be beneficial to the client or prospect. Must be able to multi-task and problem solve in a fast paced environment.

 

MAJOR JOB ACCOUNTABILITIES:

1. Respond to multiple real-time chats and messaging requests with effective, clear, and concise information in a conversational manner. Client may engage through chat for inquiries, resolution to an issue, or opportunities to expand a banking relationship. Handle client digital interactions by actively engaging the client and responding to interactions quickly and directly. Proactively assess client’s service needs, resolve issues, provide account information, and perform or approve a variety of transactions on the client’s behalf.

1. Provide client support relating to debit card, online or mobile banking, deposit or loan accounts, and treasury management products and services through multiple digital media channels including chat, phone, email, messaging, and video. Requests may include issues with online and mobile banking user login, password and security resets, bill pay, and browser issues assistance.

1. Identify current and prospective client needs by actively expanding new and existing client relationships by cross-selling products and services, or referring clients to appropriate sales staff. Communicate information and answer questions regarding current promotions and new or upgraded products or services.

1. Comply with Client Service Center policies, procedures, security requirements, and banking rules and regulations. Maintain quality, productivity, and client experience standards. Maintain thorough systems, network and product knowledge

1. Act as a Client Service and Support Specialist in periods of high call volumes or staffing shortages.

 

Required Skills:

KNOWLEDGE, SKILLS, AND ABILITIES:

1. Position requires 1 to 3 years in a Call Center, retail branch banking or in an operation function that has a focus in customer service. Additional core requirements include intermediate knowledge of PC connections, internet access, and web services, proficient in Microsoft Office products with the ability to manage multiple computer applications simultaneously, strong organization skills, and negotiation/sales skills and/or aptitude.

1. Proven client service, interpersonal, and relationship building skills. Work requires regular contact with diverse groups of people both internally and externally.

1. The ability to express ideas effectively in English, both written and verbal, well enough to comprehend instructions and be understood by contacts is required. The ability to type at a reasonable pace, 50 - 65 words a minute (WPM).

1. Possess strong problem solving skills. Situations require operational knowledge of the work and the unit, which may involve a range of solutions to different problems. Knowledge of federal and state laws and regulations relating to banking.

1. Ability to handle multiple tasks simultaneously. Willingness to work in a busy team environment and handle ever-changing priorities. Must be able to easily operate a computer learning and adapting quickly to software applications. Work flexible schedules to meet business needs.

1. Work is under minimal supervision where work requires independent judgment in the interpretation of existing policies and procedures and the selection of alternative work routines.

 

SPECIFIC PHYSICAL REQUIREMENTS:

Majority of work is performed on the computer while sitting for extended periods. Position requires reasonable mobility within assigned work area in order to access equipment. Work requires reasonable mobility in and around the work area. Ability to use standard computer and phone systems is required.

 

WORKING CONDITIONS:

Normal office environment where there is almost no discomfort due to temperature, dust, noise, or other disagreeable elements.

 

Work includes little or no potential exposure to hazardous conditions.

 

Must be able to travel to remote company and/or client locations.

 

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Compensation Information:

At Sandy Spring Bank, compensation is one part of our total rewards package. Compensation within the range will depend on your skills, qualifications, education, experience, and location. Additionally, full-time and part-time positions may be eligible to participate in department or company-wide incentive plans.

Additional Information:

Sandy Spring Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

 

If you require a reasonable accommodation to apply for a position, please call our job line at 1-800-399-5919 and select option 5. Requests are considered on a case-by-case basis.

 

Sandy Spring Bank partners with various job boards to advertise our openings. Please visit our website, www.sandyspringbank.com to confirm the validity of the job posting to avoid any potential fraudulent activity. We encourage and recommend all candidates to apply via our website.