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, 7 branch offices, and annual mortgage originations of over $5 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 (from approved locations) role, providing phone and online chat support to our internal and external customers for the various products and services offered. These include providing support for Business Online, Consumer Online, Mobile Banking, Debit Cards etc. The successful candidate will be a team player with a positive attitude and be comfortable in a changing 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

Responsibilities

• Assist customers with common online banking issues such as lock outs, password resets, navigating the website, browser issues etc.
• Process address changes in accordance with procedure (Loan and Deposit customers)
• Assist with daily call backs for suspicious debit card activity and processing Reg E Claims with strict adherence to Regulation E and Company policy
• Troubleshoot common debit card issues, order debit cards and perform card maintenance as necessary
• Assist with daily verification of new online enrollments for fraud prevention purposes
• Assist loan customers with basic questions including payment due dates, amount due, account balances and histories
• Answer phone calls and respond to customers’ email and chat inquiries
• Initiate outbound customer calls as requested to deepen customer relationships
• Support Experience Banking Manager in other duties as assigned and provide back up within the Experience Banking department as needed

Qualifications 

• Associates degree or equivalent experience
• Excellent organizational skills
• Ability to handle multiple priorities and poses a strong attention to detail
• Excellent verbal and written communication skills
• Strong interpersonal skills and the ability to build strong and effective relationships (both with fellow colleagues and customers).
• Willingness to work overtime as needed
• Positive attitude and eagerness to learn
• Bilingual a plus
• Prior experience in Financial Services a plus
• Prior experience in call center/customer service environment a plus
• Strong customer service skills, a people person; strong listening skills; strong stress tolerance a plus

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.