Customer Experience Specialist

Title: Customer Experience Specialist - Boston

Location: Hingham , MA, United States

Job Description:

About Hingham Institution for Savings

Incorporated in 1834, Hingham Institution for Savings is one of America's oldest banks. The Bank provides commercial mortgage and relationship banking services in Boston, Nantucket, Washington, D.C. and the San Francisco Bay Area. Publicly-traded but family-run since 1993, our objective has been to build one of America's great banks, characterized by superior long-term financial results, a fortress balance sheet that provides unquestionable assurance to our depositors, and an enduring culture of growth and success. We have a small, entrepreneurial team - just under 100 people - and we hold ourselves to high standards.

The Customer Experience (CX) is a hybrid team that manages customer support for inbound customer needs via digital, voice, and social media channels. This team operates in close conjunction with our Retail Banking Group and Digital Banking Group to solve customer problems and identify opportunities to improve our products, services, and processes

About the role

Hingham's Customer Experience Team is looking for a Customer Experience Specialist to support our current and future clients in resolving their questions and concerns. You will work with every business line within the Bank to provide excellent customer service, resolving a wide range of customer concerns across multiple service channels, including digital, voice and social media. Our Customer Experience Specialists are empowered to act in the best interest of our clients, ask questions to uncover needs and share ideas to better our products and services.

Responsibilities

• Provide assistance to clients with questions over chat, email and phone and social media in a timely manner
• Teach customers how to use our products and services, including but not limited to online banking services, mobile deposit, wire transfers, ACH and debit cards
• Responsible for troubleshooting customer's concerns and coordinating with various teams within the Bank to identify and resolve problems and elevating these problems, as necessary, to avoid repeated issues
• Identify and author articles in our Help Center to help customers resolve common questions
• You won't always have all the answers, but you won't stop until you get them

Qualifications

• Excellent interpersonal and telephone communication skills along with active listening.
• Must be adaptable and flexible to work weekdays 8:30 AM - 5:00 PM and Saturdays 8:30-1:00 PM.
• Articulate when speaking and writing English, preference for secondary language.
• Organized and accountable with high attention to detail and follow through.
• 1-2 years experience in a customer support role or customer service.
• Contact Center experience and working remotely is a plus.
• 2+ years of retail banking experience is a requirement for this role.
• Financial services industry experience.
• Possess an understanding of service excellence and the importance of building/strengthening customer relationships.
• Excellent computer skills including, but not limited to: G Suite, Excel/Sheets, Internet Browsers and settings.
• Ability to multi-task, set priorities and manage time effectively.
• Bachelor or Associates Degree preferred.

Culture:

• Do you believe there's always room for improvement? We are constantly trying to improve our internal processes and our customer experience.
• Do you always dot your i's and cross your t's? Attention to detail is a must.
• Are you happy to lend a helping hand? We are a small, tight-knit group and at times all wear a number of different hats.
• Are you transparent and do you prefer addressing the elephant in the room? We pride ourselves on being upfront and honest. We do not have the time or energy for corporate politics.
• Do you pick up the ball that someone else may have dropped? We are looking for people that own the company goals beyond just doing their job.
• Are you OK with making a mistake? We are too, as long as we learn from them and don't repeat them.

Benefits

As a family-run company, we offer an excellent benefits package. Hingham is one of the most profitable banks in the country and our profit-sharing program offers all employees the opportunity to participate in this success.

• Individual and Family Health Care Plans (Medical, Dental)
• Retirement Plan (401k, up to 6% match)
• Life Insurance
• Paid Time Off (Vacation, Sick & Public Holidays)
• Paid Family Leave (Maternity and Paternity)
• Training & Development / Tuition Reimbursement
• Fitness Memberships

The pay range for this role is:

60,000 - 75,000 USD per year (Corporate Office)