Digital Banking Solutions Specialist
The Digital Banking Solutions Specialist delivers customer service through TCB’s digital channels (including video, phone, live chat, email), to current and prospective customers. You are responsible for processing customer service requests (including financial transactions, account maintenance, online banking support, and resolving customers’ concerns) accurately, efficiently, and effectively. Projects a positive, courteous, and professional image by providing exceptional customer service.
Key Responsibilities
- Responsible for knowledge and expertise in utilizing customers interface technology, electronic delivery systems and numerous software applications used by the Bank
- Assists customers with transactions using digital channels.
- Assists customers with electronic delivery systems with new account services (including additions or changes in customers’ accounts).
- Proactively cross sells via electronic delivery systems by identifying sales opportunities and follows referral procedures.
- Responds to customers inquiries via electronic delivery systems for information and helps to resolve customers/consumer questions/ issues/complaints in a courteous, timely manner.
- Reviews and processes online account opening applications submitted thorough our online account opening platforms.
- Monitors and works within a team environment to ensure call queue is handled within established departmental standards.
- Completes customers research requests.
- Reviews electronic banking reports and processes as applicable
- Achieves established individual and team goals.
- Adheres to TCB’s Customer Service Standards
- Ensures compliance with all banking laws, rules, regulations, and
- Performs other duties as may be required.
Qualifications
- Experience in customer service and/or banking preferred.
- Experience with digital delivery channels including Online Banking, Mobile Banking, and Interactive Teller Machines preferred.
- High School diploma or equivalent required
- Ability to work independently and within a team environment.
- Proven communication & customer service skills
- Ability to elicit customer needs with speed and composure.
- Ability to make educated, customer-focused decisions.
- Working knowledge of Microsoft Office, Windows-based PC products and general office equipment.
- The ability to multitask will be required to use 2-3 software programs concurrently to complete a transaction. Must be comfortable, professional, and friendly on camera.
- Ability to master new applications.
- Strong organizational and time management skills
- Proven problem solving and decision-making ability.
Click here to apply: Digital Banking Solutions Specialist
Assistant Branch Manager
The Cooperative Bank (TCB) is seeking to hire an Assistant Branch Manager for our Charlestown branch. Working closely with the Branch Manager, the Assistant Branch Manager will occupy a crucial leadership position, driving both operational excellence and customer-focused strategies, to contribute to the retail branch’s growth and success.
Key Responsibilities
- Partners with the Branch Manager in supervising daily operations and ensuring smooth functioning.
- Drive business and customer growth, implementing strategies to attract and retain customers.
- Exhibits the behaviors of TCB’s customer service standards, serving as a model for the team.
- Coach and mentor staff to meet branch goals and objectives.
- Promote a consultative, team-oriented sales approach among team members.
- Lead the development of assigned team members through providing opportunities for professional growth and skill enhancement.
- Achieves operational excellence through efficient management of daily branch activities.
- Represents the Bank in the community through community event attendance, volunteerism, board representation and participation in TCB’s Financial Literacy Program.
- Must comply with all company policies and procedures, applicable laws and regulations, including the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Qualifications
- Two to Five years of similar or related experience, including time spent in preparatory positions.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Proficiency in sales and customer relationship management.
Click here to apply: Assistant Branch Manager
The Cooperative Bank (TCB) offers a competitive salary and an amazing benefit package for a full-time employee, which includes medical, dental, vision, life, and disability insurance; a 401(k) plan with a 9% bank match; paid time off (PTO); paid holidays; a flexible spending account; and tuition reimbursement.
Our Commitment to Diversity, Equity, Inclusion and Belonging
At The Cooperative Bank, we are committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We’re dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve. The Cooperative Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against based on disability. If you need assistance or accommodation completing the employment application, please contact us at HumanResources@bank-tcb.com and we will gladly assist you.
We Draw Strength From Diversity
The Cooperative Bank is an Equal Opportunity/Affirmative Action Employer and is committed to a diverse workforce. Applicants that require accommodation in the job application process may email us at HumanResources@bank-tcb.com for further assistance.
As part of our affirmative action program, we ask every applicant to complete a voluntary self-identification form. Please understand that completing this form is completely voluntary. This information is treated as confidential and will only be used in accordance with our affirmative action program.
We are committed to providing equal opportunity for all employees and applicants regardless of race, color, religion, gender, national origin or ancestry, age, disability, veteran status, military service, sexual orientation, genetic information, or gender identity, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.
View The Cooperative Bank EEO Policy Statement
Click on this link to view the Know Your Rights: Workplace Discrimination is Illegal