Customer Experience Associate I or II

Customer Experience Associate I or II – Salem Five Bank

Salem Five Bank, a growing regional financial services organization with a rich history of over 160 years, is looking for a Customer Experience Associate. The role is based in Salem, MA and offers a hybrid work opportunity.

The Customer Experience Associate is a key role within the Contact Center focused on providing exceptional service to Salem Five Consumer and Business customers across phone, chat, email, and secure messaging. New hires receive extensive training and the opportunity for career growth.

• 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

• 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 or bachelor’s degree and/or previous customer service experience preferred. Currently looking for people with prior banking/financial services experience.

Physical demands: regularly required to stand, walk, and sit. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Health Insurance
• Dental
• Vision
• Flexible Spending Account
• Health Savings Account
• 401k Matching
• Tuition Reimbursement
• Employee Referral Program
• Summer Family Outing
• Annual Holiday Reception

$42,000 - $65,000 plus incentive.

If this job sounds like a fit for you, click the “Apply” or “Apply Now” button in this posting. Qualified candidates may also submit a resume and application online at  or mail your resume to Human Resources, 210 Essex Street, Salem, MA 01970. No unsolicited resumes accepted from agencies.