POSITION SUMMARY

　　At North Shore Bank, our purpose is to have a positive impact on our customers, employees, and community's financial well-being. As the Digital Banker, you will perform all aspects of service, day to day tasks, and deepening of relationships. Using innovative banking solutions and the most welcoming and friendly service, you will be front and center representing our brand promise of staying Well North of our customer’s expectations. You will be working with a team that focuses on delivering an outstanding customer experience, is collaborative, and understands the importance of working with internal business partners to provide a seamless experience for our customers. You will encourage customer digital adoption and will use available technology to meet the ever-changing needs of our customers today and into the future.

　　ESSENTIAL FUNCTIONS & RESPONSIBILITIES:

　　Provide consistently high-quality experiences to all customers through all channels, including video, chat, email, and telephone.

　　Maintain and deepen existing customer relationships and acquire new customers to align with NSB’s digital growth objectives with integrity.

　　Continuously stay aware of Digital Industry trends, providing ongoing advice to digital customers.

　　Demonstrates strong knowledge of internet, mobile, debit card and online banking platforms and troubleshoots online banking and bill pay service calls.

　　Possesses solid written communication skills. Has the verbal communication skills to make outbound calls to address customer needs or make customers aware of opportunities to take advantage of bank services.

　　Effectively collaborate with the Contact Center Manager and Retail Team, consistently sharing customer impact stories and reporting on customer trends.

　　Share knowledge and expertise in utilizing customer interface technology, electronic delivery systems, and numerous software applications used by the Digital Team.

　　Maintain knowledge of, and consistently adhere to, NSB policies, procedures, and regulations.

　　Provide support to all CC functions, including performing transactional duties, as needed.

　　Understands and adheres to all Bank Secrecy Act and Anti-Money Laundering (BSA/AML), regulatory, security, retail banking and bank-wide policies and procedures.

　　Perform additional duties as required.

　　REQUIREMENTS

　　Associate Degree or related experience

　　One to three years Contact (Call) Center and/or banking experience

　　One to three plus years of proven experience in customer service, sales, service, and/or operations.

　　Ability to work independently and take accountability for actions, making quick, high-quality decisions, and be proficient in conflict resolution.

　　Strong communication, interpersonal, analytical, and technical skills, with the ability to interact with diverse groups.

　　Must be customer focused and able to communicate in a clear and professional manner.

　　Problem solving skills

　　Relationship Oriented

　　Ability to work effectively in a team environment

　　Proficient in using a Windows based PC, Microsoft Outlook, Excel, and Word.

　　NSB offers competitive benefits packages, which include the following:

　　Vision insurance through VSP

　　FSA/DCA accounts

　　Paid Family Medical Leave

　　401K Defined Contributions

　　Bank-paid business travel insurance

　　Paid Time Off

　　Employee Assistance Program

　　Pet insurance through Nationwide

　　Employee Referral Bonus

　　Banking discounts

　　Service recognition program

　　Jeans Day

　　Employee perks and discounts at The Y, Working Advantage, and more…

　　At North Shore Bank, we are committed to creating a place as diverse as the communities we serve. Our core values shape the decisions we make every day and help to define our company culture and it is these values that comprise what we call, “well north of your expectations”. Our core values include leadership, integrity/transparency, respect, adaptability, collaboration, accountability, and empathy.

　　North Shore Bank is an EOE. 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 on the basis of disability.

　　Monday - Friday