Digital Banking Advisor

Description

Join the Bank that shares success with others!

As a locally managed mutual bank, South Shore Bank is driven by the needs of communities rather than the demands of investors. You can help us serve as a trusted advisor to the people, businesses and organizations that make our communities stronger. We also provide a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Dependent Care, Child Care Subsidy, Retirement, Life Insurance and many other benefits.

Is responsible for the electronic delivery systems (including but not limited to video, phone, live chat, email), of the Bank’s products and services to external and internal client and consumers. Fulfills a multitude of client service requests (including but not limited to processing financial transactions, account maintenance, password resets, resolving client concerns) accurately, efficiently and effectively in accordance with the Bank’s policies and standard operating procedures. This is an in-person role. 

ESSENTIAL DUTIES AND RESPONSIBILITES

• Responsible for knowledge and expertise in utilizing client interface technology, electronic delivery systems and numerous software applications used by the Bank
• Assists/Advises clients by electronic delivery systems with transactions
• Assists/Advises consumers/clients by electronic delivery systems with new account services (including additions or changes in client accounts).  
• Proactively cross sells via electronic delivery systems by identifying sales opportunities and follows referral procedures
• Responds to client/consumer inquiries via electronic delivery systems for information and helps to resolve client/consumer questions/ issues/complaints in a courteous, timely manner. Monitors and works within a team environment to ensure call queue is handled within established departmental standards
• Projects a positive and highly professional image of the Bank by providing high quality client service
• Completes client research requests
• Reviews electronic banking reports and processes as applicable
• Maintains pending online account opening applications
• Keeps current on changes in technology, electronic and alternative delivery methods
• Achieves established goals, both individual and departmental
• Appropriately uses supervisory authority in support of certain product transactions
• Distributes written and oral instructions and/or memo
• Studies and standardizes procedures to improve efficiency
• Protects the confidentiality of all financial data relating to bank operations and its clients. 
• Processes check orders
• Adheres to the CARE model when assisting clients.

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 the quality of service to the client.

Requirements

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.

EDUCATION and/or EXPERIENCE

• High School Diploma or GED required, Associates’ Degree or equivalent from two-year college or technical school; or one year related experience and/or training; or equivalent combination of education and experience. 
• Strong verbal/written communication and organizational skills is a must. 
• Experience with electronic delivery systems including Internet Banking, Mobile Banking/Mobile Deposit, eStatements, Bill Pay, etc. is preferred. 
• Bank teller/client call center experience is required.
• Hybrid scheduling, in person training required.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence using Word or word processor program. Ability to effectively present information in one-on-one and small group situations to clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, rates, percentages, and apply basic arithmetic and mathematics to help resolve problem situations.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMANDS