Ready to make a difference? At Salem Co-operative Bank, we pride ourselves on offering a work environment where customer service and success are consistently placed front and center. Founded in 1922, we've grown in size, expanded our products and services, and learned to improve from 100 years of experience. Every customer is treated as a unique individual, knowing that not all customers' needs are the same. Our commitment to our community is evident in our philanthropic foundation, Salem Community Benefit, which has contributed over $1.6 million to local organizations. Each year our employees spend many hours volunteering at local organizations in the Salem and Merrimack Valley areas. If you are ready to make a difference professionally, personally, and in the community, we want to meet you!
We are looking for an Electronic Banking & Contact Center Specialist to provide exceptional customer service and support of our Electronic Banking products and services to consumer and business customers as well as the Retail and Lending departments. You will exercise good judgment and discretion by following rules, regulations, and procedures. You will support a wide variety of operational areas including, but not limited to, MasterCard debit card, wire transfers, and contact center agent.
*After on-site training is complete, this role is eligible for a hybrid schedule of 2 days remote and 3 days in the office.
How you will accomplish this:
- Act as a single call resolution agent, researching and resolving customer problems/inquiries regarding all areas of Electronic Banking, Deposit Services, and Cash Management via phone, internet and in writing
- Assist customers when locked out of their electronic banking solutions with password resets
- Ensure all Electronic Banking functions for Debit Card Management are processed within required timeframes, minimizing customer interruptions and/or bank exposure
- Manage all Reg. E customer disputes or adjustments within regulatory timeframes, ensuring customers are properly responded to while reducing bank risk; prepare package for filing and audit purposes
- Prepare monthly reporting of all Reg. E claims to accurately account for losses incurred by the Bank
- Perform daily reconciliation of the Bank's Debit/ATM/POS cash, deposits, and network transactions; research and resolve all outstanding differences
- Manage ATM/Debit card ordering processes, auditing daily card order and debit card maintenance; perform maintenance/changes and serve as customer support for ATM/Debit Card Management system
- Enter/verify incoming and outgoing international/domestic wire transfers using FedLine Advantage or M&T Bank; ensure compliance with OFAC requirements and proper posting to customer accounts
- Cross train on all Deposit Services job functions; act as back-up coverage and assist during times of increased volume or staff shortages
- Continually review and update internal Electronic Banking procedures as processes change
- Complete customer research requests and advanced research to include SSI and SSA inquiries
- Comply with all Bank policies, procedures, and regulatory requirements
- Perform other duties as needed/assigned
What you will bring to the role:
- High School diploma and 1 year of banking experience and/or training; or equivalent combination of education and experience
- General knowledge of banking regulations and compliance
- Proficient in using Microsoft Office, Word, Excel, Outlook
- A willingness to learn new software systems and attend training
- Must be accurate and detail-oriented
- Excellent communication skills; effectively communicate with, and respond to, customers and other departments
- Must be able to work independently and as part of a team
- Must be able to multi-task and prioritize
- Ability to accept and adapt to change
While not required, we prefer:
- Regulation E and error resolution compliance process knowledge
- Experience in Fiserv - Fedline
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Salem Co-operative Bank
Sep 03, 2025