Digital Support Agent II

Description

At Dedham Savings, we believe that being here for the journey means supporting our clients in a friendly and professional manner every day. While our employees are committed to helping our clients, we are committed to our employees. After all, we wouldn’t have made it nearly 200 years as a local neighborhood bank without them! To support our employees, we offer a competitive benefits package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare, Retirement, Life Insurance, and many other benefits. 

PURPOSE

The Digital Support Agent II accurately responds to routine account inquiries and completes account maintenance tasks such as balance inquiries, deposits, withdrawals, transfers, loan payments, address changes, and account closings. The Digital Support Agent II also assists customers with troubleshooting and technical assistance. This role consistently creates customer awareness of bank products and services, identifies referral/sales opportunities, and successfully refers customers to appropriate individuals when necessary. All this support is provided through a variety of channels, including email, text, chat, and telephone. The average daily call volume is approximately 50-60 calls.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as the Bank’s first line of quality customer service for all internal and external calls.
• Maintain a thorough knowledge of Bank products and services and be able to provide service on all Bank products, services, and procedures.
• Resolve customer issues, conduct account inquiries, and answer questions about bank products via phone, chat, email, fax, and regular mail professionally and courteously.
• Provide quality service and support as well as process requests in a variety of areas including, but not limited to consumer and business deposit accounts, consumer, and business loan account inquiries, online and mobile banking, and stop payments. 
• Assist customers with debit card disputes, card maintenance, and research requests.
• Provide quality service and support in processing requests in a variety of areas including, but not limited to, consumer and business deposit accounts, consumer, and business loan account inquiries, online and mobile banking, and stop payments.
• Direct and assist customers with online account opening. 
• Troubleshoot various technical issues with online and mobile account issues. (i.e., issues with firewalls and cookies, smartphone account access). 
• Process customer inquiries, answer deposits, withdrawals, payments, and questions, and research as needed.
• Assist customers with electronic banking issues, reset passwords, and attempt to resolve issues.  
• Complete maintenance and research request forms and disclose appropriate fees to customers for research requests.
• Responsible for monitoring check orders held for customers, keeping an accurate inventory, and tracking records to support delivery and disposition of the orders.
• Perform a variety of maintenance on deposit accounts; perform all necessary steps to complete change accurately, submit maintenance offsets for review, and maintain an acceptable error ratio.
• Achieve monthly referral goals.
• Adhere to the Bank’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
• Exhibit ability and desire to embrace and enhance the Dedham Savings culture.

Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance customer service quality.

Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or GED; three or more years of call center and banking experience and/or training; or equivalent combination of education and experience.
• Proficient in locating information using online computer reference systems, Web-based applications, and printed documents.
• Be able to maintain a dialog with the customer while simultaneously processing information and documenting customer responses using a computerized scripting, account management, and reference system.
• Web navigation skills and experience.
• Able to handle confidential information.

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.

This position operates in a general office environment and requires frequent and continuous use of a personal computer, a telephone, and a headset. The job requires sitting for an extended period. The pace of incoming calls is often continuous. A Contact Center Representative may handle an average of 100 calls in an eight (8) hour day.

While performing the duties of this Job, the employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, and the ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Dedham Savings is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.

Dedham Savings strives to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Dedham Savings and the communities we support.

EOE/F/M/Vet/Disabled