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Senior Account Representative I

Client Services

ID: 208-138

Summary / Objective

The Senior Account Representative I is responsible for building primary relationships with customers by providing world-class service via email, Digital Banking and telephone systems. The role includes maintaining all online services, performing account services and providing solutions to customers’ inquiries. 

Experience & Education Requirements:

  • Bachelor’s degree or equivalent retail banking and/or online banking experience
  • Extensive knowledge of Retail Banking policies and procedures and Electronic Banking operations
  • Proven organizational and customer service skills
  • Good interpersonal, communication & computer skills

Essential Job Functions:

  • Provides a complete range of customer services including opening new accounts, explaining available bank products and services, and gathering customer information to process new and existing accounts on line
  • Provides customers support through telephone and secure message channel including resolving issues to retail and electronic banking activities 
  • Discovers customer needs through conversations, questions and review of their accounts, and promotes and cross-sells Bank products and services based on their needs
  • May be trained to accept mortgage loan applications as a licensed originator
  • Provides assistance and training to branch personnel regarding electronic banking procedures
  • Maintains knowledge of retail banking policies and procedures. Attends seminars regarding banking industry activities
  • Obtains and analyzes daily reports relating to customer and internal online banking activity including service metrics, fraudulent activity, and unauthorized access
  • Executes outgoing communication efforts for the bank via telephone, email, and/or regular mail
  • Works with vendors and outside service providers to ensure operational performance standards are maintained

This position is located in Framingham. View the Google Map in full screen.

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