Senior Customer Contact Center Specialist - Onsite na StonehamBank

At StonehamBank, we work as a team to achieve the fundamental principles of excellence, service, and trust.  Our experience has led us to what we are today, a stable institution that has progressed into the future with its own identity.  

Banking Opportunities

Senior Customer Contact Center Specialist– Stoneham, MA

Full-Time 

Position Summary

The Senior Customer Contact Center Specialist provides exceptional service to customers and internal staff through multiple channels including phone, video banking, chat, text, internet, email, and in-person interactions when applicable. This role serves as the first line of support for customer inquiries and requires extensive knowledge of bank products, services, policies, and procedures. The Specialist works independently with accuracy and flexibility to meet business needs, including Saturday coverage and remote support when requested. The position requires adherence to performance standards, professionalism, and a commitment to delivering outstanding customer service.

Key Responsibilities

• Serve as a backup to the Montvale Branch, providing front desk or customer service support as needed.
• Resolve or refer customer inquiries and perform account maintenance tasks such as wires, debit disputes, mobile deposits, and return mail.
• Assist and educate customers on digital banking tools including: 

1. Video banking
2. Online banking (business and consumer)
3. Mobile banking
4. ATM usage

• Maintain a high level of confidentiality, security, and adherence to internal control procedures.
• Stay current on product offerings, policy updates, and procedural changes.
• Complete all required training programs (online and in-person) and attend staff, sales, and other meetings as designated by management.
• Perform daily Customer Contact Center activities across all supported channels.
• Notify management promptly of any significant policy deviations, customer complaints, or unresolved issues.
• Refer customers to appropriate departments such as Stoneham Financial Services, Commercial Lending, or Residential Lending based on their financial needs.
• Meet or exceed annual department goals and participate in sales and performance initiatives. Track sales activity for Performance Incentive Plans.
• Uphold StonehamBank’s Standards of Professionalism by consistently demonstrating positive behavior, greeting customers with a smile, using their name, and expressing appreciation for their business.
• Conduct outbound calls for customer retention, promotional campaigns, and support for Risk/BSA, Operations, and Lending initiatives.
• Perform other duties as assigned by Bank management.
• Participate in community engagement activities, including volunteering with local schools, neighborhood associations, government entities, and nonprofit organizations, in alignment with StonehamBank’s core value of SERVICE.
• Protect the Bank’s data and systems by adhering to the Employee Acceptable Use of Technology Agreement and cybersecurity best practices.

Minimum Qualifications

• Associate’s degree or a minimum of three years of experience in a financial services environment.
• Strong decision-making skills and ability to work independently.
• Technologically proficient with the ability to navigate multiple communication platforms.
• Proficient in Microsoft Word, PowerPoint, Excel, and internet applications.
• In-depth knowledge of bank policies, procedures, and applicable state and federal regulations.
• Familiarity with PCs, smartphones, tablets, browsers, photocopiers, scanners, and other office equipment.

Working Conditions & Physical Requirements

While performing the duties of this role, the employee is regularly required to sit, talk, and hear. Frequent use of hands for typing and handling objects is expected. Occasional standing, walking, and reaching with arms is required. Ability to work at a computer for extended periods and occasionally lift/move up to 20 pounds. Work is performed in a general office/bank environment.

Disclaimer

The above statements are intended to describe the general nature and level of work performed by employees in this role. This job description is not an exhaustive list of all responsibilities, duties, or skills required. Employees may be required to perform duties outside of their normal responsibilities as needed. StonehamBank reserves the right to modify this job description at any time.

We offer a competitive compensation package including the following:

Medical Insurance with HRA

Dental Insurance

Vision Insurance

401K with matching contributions

Performance Incentive Plan

Flexible Spending Account

Dependent Care

Life, AD&D Insurance

Free Parking

Paid Vacation Personal, Sick, Holiday, Bereavement

Wellness Programs including flu shots and Health Club membership reimbursement (through health insurance)

Voluntary programs including supplemental Short/Long Term Disability and Cancer benefits 

Employee Assistance Program (legal, financial, and personal counselling)

On-site and online training classes

Employee Referral Incentive

StonehamBank is an Equal Opportunity Employer, committed to fostering an inclusive, accessible environment where all employees and customers feel valued, respected, and supported. All qualified applicants will receive consideration for employment without regard to race, color, age, ancestry, national origin, religion, gender, physical or mental disability, genetic information, military or veteran’s status, pregnancy, pregnancy-related medical condition, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local law.   

Member FDIC/Member DIF