Digital Banking Solutions Specialist - Boston, United States - The Cooperative Bank

Description

Job Description

Job Description

Digital Banking Solutions Specialist

The Digital Banking Solutions Specialist delivers customer service through TCB's digital channels (including video, phone, live chat, email), to current and prospective customers.

You are responsible for processing customer service requests (including financial transactions, account maintenance, online banking support, and resolving customers' concerns) accurately, efficiently, and effectively.

Projects a positive, courteous, and professional image by providing exceptional customer service.
Key Responsibilities
Responsible for knowledge and expertise in utilizing customers interface technology, electronic delivery systems and numerous software applications used by the Bank
Assists customers with transactions using digital channels.
Assists customers with electronic delivery systems with new account services (including additions or changes in customers' accounts).
Proactively cross sells via electronic delivery systems by identifying sales opportunities and follows referral procedures.

Responds to customers inquiries via electronic delivery systems for information and helps to resolve customers/consumer questions/ issues/complaints in a courteous, timely manner.

Reviews and processes online account opening applications submitted thorough our online account opening platforms.
Monitors and works within a team environment to ensure call queue is handled within established departmental standards.
Completes customers research requests.
Reviews electronic banking reports and processes as applicable
Achieves established individual and team goals.
Adheres to TCB's Customer Service Standards
Ensures compliance with all banking laws, rules, regulations, and
Performs other duties as may be required.
Qualifications
Experience in customer service and/or banking preferred.
Experience with digital delivery channels including Online Banking, Mobile Banking, and Interactive Teller Machines preferred.
High School diploma or equivalent required
Ability to work independently and within a team environment.
Proven communication & customer service skills
Ability to elicit customer needs with speed and composure.
Ability to make educated, customer-focused decisions.
Working knowledge of Microsoft Office, Windows-based PC products and general office equipment.
The ability to multitask will be required to use 2-3 software programs concurrently to complete a transaction. Must be comfortable, professional, and friendly on camera.
Ability to master new applications.
Strong organizational and time management skills
Proven problem solving and decision-making ability.

The Cooperative Bank (TCB) offers a competitive salary and an amazing benefit package for a full-time employee, which includes medical, dental, vision, life, and disability insurance; a 401(k) plan with a 9% bank match; paid time off (PTO); paid holidays; a flexible spending account; and tuition reimbursement.

Our Commitment to Diversity, Equity, Inclusion and Belonging

At The Cooperative Bank, we are committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported.

We're dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.

The Cooperative Bank is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability.

If you need assistance or accommodation completing the employment application, please contact us at and we will gladly assist you.

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