Call Center Representative I or II ($1,000 HIRING BONUS) at Salem Five Cent Savings Bank in Salem, Massachusetts

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 requires the ability to work in the Salem, MA offices.

HIRING BONUS: This position is eligible for a $1,000 hiring bonus for new hires only. Speak with a Human Resources representative for more information. 

The Call Center Representative is a key role within the Contact Center focused on providing exceptional service to Salem Five Consumer and Business customers in line with the banks’ multi-channel service strategy.  Primary responsibilities involve communicating with customers and prospects via phone, chat, email and secure messaging with other responsibilities commensurate with experience.   The Call Center Representative is expected to be highly proficient in several key areas of the Salem Five Customer Experience. 

• Verbal and written customer service skills across multiple communication channels


• Consumer/Business deposit and loan product offerings


• Digital Technology (includes online banking & mobile platforms)


• Fraud prevention and detection


• Systems proficiency and navigation


• Referrals to other Salem Five business lines, and the cross-sell of additional Salem Five products and services (no cold-calling)


• Strong advocacy for the Salem Five brand

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; however other duties may be assigned.

• Provide an outstanding Customer Experience to Salem Five customers and prospects via phone (primary), chat, email and online banking.


• Ability to support the departments’ efforts to deliver an exceptional customer experience… no matter what it takes


• Be able to demonstrate a high level of proficiency with Salem Five’s products and digital technology offering


• Proficient with mobile technology/platforms/devices, personal computing systems, apps, and email/messaging platforms


• Proficient utilizing desktop applications such as MS Office (Excel, Word, Exchange)


• Assumes additional responsibilities including projects, testing, training, etc. commensurate with experience and job grade level Embrace new and emerging technologies to support operations and customers through flexibility and the ability to learn and adapt to change


• Work as team within the Contact Center and across Salem Five Bank; Collaborate. Communicate. Support.


• Identifies and reports fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and knows what action to take to protect customers and the Bank.

Associate's or bachelor’s degree and/or 6 months - 2 years’ experience in a banking/financial services and/or customer service preferred

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, walk, and sit.  Specific vision abilities required by this job include close vision.

With a rich history and a strong reputation for growth, service and innovation, Salem Five offers employees a sense of stability and pride.  Salem Five also offers a comprehensive salary and benefit package including health insurance and matching 401(k) plan.  Qualified candidates may 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

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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