Customer Experience Supervisor
Customer Experience Supervisor
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Salem Five is a growing regional financial services organization with a rich history of over 160 years. As an independent bank we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers.
This position is located in the Salem MA offices.
Salem Five has more than 30 retail banking branches throughout Essex Middlesex Norfolk and Suffolk counties strong business banking capabilities an Insurance division a Wealth Management & Trust organization and a Mortgage Company that has provided homeownership to generations of families.
Salem Five believes deeply in supporting the communities in which we reside. Donations through our Charitable Foundation or events at the branch or locationlevel are an important part of our DNA. We would not be the company we are without our commitment to businesses and organizations that help the region thrive and to our employees. Come see what were all about.
ESSENTIAL DUTIES AND RESPONSIBILITIES: include the following; however other duties may be assigned as necessary.
- Provide an outstanding customer experience to Salem Five consumer and business customers
- Demonstrate sound decision making and quality work when providing approvals and processing transactions
- Demonstrate a high level of proficiency with Salem Fives products services systems and digital banking tools
- Take ownership of escalated customer cases and drive to suitable resolution
- Be available and provide timely support to frontline associates via MS Teams in person and CRM/CCM cases
- Be proficient in all customer channel functions including but not limited to phone servicing digital communications (live chat/email/online banking messaging) and fraud prevention research and resolution
- Be responsible for Contact Center operations during opening/closing/weekend shifts and understand proper escalation protocols
- Contribute to departmental training and quality activities including new hire and ad hoc training quality monitoring and coaching
- Ensure compliance with banking laws and regulations as defined in company policies and procedures
- Regular attendance is essential to this position.
- Assume additional responsibilities as requested
- Participate in projects as assigned
SUPERVISORY RESPONSIBILITIES:
Directly supervises Contact Center Associates in the absence of the Manager(s) and works to monitor and supervise daytoday floor activities along with other members of the management team. Carries out supervisory responsibilities in accordance with the organizations policies and applicable laws. Responsibilities include:
- Assigning and directing work
- Observes directs and monitors schedule adherence and daily work activity of Associates
- Handles escalated customer cases effectively and professionally
- Provides oneonone coaching and training when necessary
- Performs quality reviews
- Provides input regarding Associate performance to Management (i.e. quality productivity work habits)
EDUCATION and/or EXPERIENCE:
Associates degree (A.A.) or equivalent from twoyear college or technical school; or a minimum of two related experience and/or training; or equivalent combination of education and experience. Banking and/or Contact Center experience strongly preferred
SKILLS:
- Customer service
- Problem and conflict resolution
- Deescalation
- Multitasking
- Banking concepts
- Banking applications
- Leadership
- Attention to detail
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to stand; use hands to finger handle or feel; and talk or hear. The employee is occasionally required to walk; sit; reach with hands and arms; and stoop kneel crouch or crawl. The employee may occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
Benefits/Incentives: Health Insurance Dental Vision Flexible Spending Account Health Savings Account 401k Matching Tuition Reimbursement Employee Referral Program Summer Family Outing Annual Holiday Reception and more
Salary Range: Competitive Base plus incentive
Ready to applyIf this job sounds like a fit for you then click onApply/Apply Nowin this posting. We look forward to talking withyou.
Qualifiedcandidates may also submit a resume and application online at or mail your resume to Human Resources 210 Essex Street Salem MA01970.
Required Experience:
Manager
Employment Type
Full-Time
