Senior Banking Specialist - Stoneham, MA

At Stoneham Bank, “More” isn’t just a promise to our customers — it’s how we show up for each other. We work as one team, grounded in trust and driven by service, always striving to deliver more value, more support, and more impact in our communities. Our history gives us strength, and our culture empowers us to keep moving forward — together.

Full-Time

The hourly pay range for this position is $25.00 - $30.00. This range reflects the Bank’s good faith estimate for this role at the time of posting. The Bank may ultimately pay more or less than the posted range, and the range may be modified in the future. Actual compensation will be determined based on factors, such as but not limited to, relevant education, experience, and skills.

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.

• 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:
• Online banking (business and consumer)
• 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.
  
  Open and process new customer accounts; offer solutions and opportunities to existing and prospective customers.
• Complete all required training programs (online and in-person) and attend staff, sales, and other meetings as designated by management. Meetings and training may be scheduled outside of regular work hours.
• 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 Stoneham Bank’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 Stoneham Bank’s core value of SERVICE
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• Protect the Bank’s data and systems by adhering to the Employee Acceptable Use of Technology Agreement and cybersecurity best practices.

• 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…