Customer Experience Supervisor (Administrative)

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 location-level 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 we're 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 Five's 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 day-to-day floor activities along with other members of the management team.  Carries out supervisory responsibilities in accordance with the organization's 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 one-on-one 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:

Associate's degree (A.A.) or equivalent from two-year 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
• De-escalation
• Multi-tasking
• 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 apply? If this job sounds like a fit for you, then click on Apply/Apply Now in this posting. We look forward to talking with you. 

Qualified candidates may also submit a resume and application online at salemfive.com/careers or mail your resume to Human Resources, 210 Essex Street, Salem, MA 01970. 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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