Banker, Bank Customer Service

Position: Experience Banker
Leader Bank is looking for exceptionally dedicated team members to join one of the region’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become of the most successful banks in Massachusetts with more than $4 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $2 billion.

Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always be improving our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.

Summary The Experience Banker is a fully remote role, available from approved locations, responsible for providing phone, email and online chat support to internal and external customers across a range of products and services. This includes support for Business Online Banking, Consumer Online Banking, Mobile Banking, debit cards, and related services. The ideal candidate is a collaborative team player with a positive attitude, strong customer service skills, and the ability to adapt in a dynamic environment.

The Experience Banking Center is open the following hours:

Monday - Friday 8 AM - 8 PM Eastern Time Saturday 9 AM - 5 PM Eastern Time Sunday 9 AM - 2 PM Eastern Time We are currently seeking candidates to support evening hours Eastern Time and weekend shifts. Candidates located in all U.S. time zones will be considered.

Responsibilities Assist customers with common online banking issues, including account lockouts, password resets, website navigation, browser-related issues, and other digital banking support needs.

Manage open tickets by providing consistent and timely follow-ups with all clients

Process contacts information and address changes for loan and deposit customers in accordance with established procedures.

Assist with daily callbacks related to suspicious debit card activity and process Regulation E claims in strict accordance with regulatory requirements and company policy.

Troubleshoot common debit card issues, order debit cards, and complete card maintenance as needed.

Support the daily verification of new online banking enrollments to help prevent fraud.

Assist loan customers with basic account inquiries, including payment due dates, amounts due, account balances, and transaction history.

Answer incoming phone calls and respond to customer inquiries received by email and online chat.

Initiate outbound customer calls as requested to support and deepen customer relationships.

Support the Experience Banking Manager with additional duties as assigned and provide backup support within the Experience Banking department as needed.

Qualifications Associates degree or equivalent experience

Intermediate computer literacy

Strong client service and listening skills

Basic understanding of banking policies and procedures

Adhere to attendance policies

Excellent organizational skills

Ability to handle multiple priorities and possess a strong attention to detail

Strong stress tolerance

Excellent verbal and written communication skills

Strong interpersonal skills

Positive attitude and eagerness to learn

Acknowledgment to all important procedure updates in chats and emails

Demonstrate client obsession by going above and beyond for each client

Leader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.

Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status, or any other protected class.

The base salary…