Banking Support Specialist

Brockton, MA, United States

Overview

Who We Are:

For over a century, HarborOne’s mission has not wavered, total commitment to our customers, our communities, and our colleagues. Founded in 1917 to serve the growing financial needs of our local communities, HarborOne continues to honor and embrace its commitment to strengthen and empower the communities where our customers and employees live and work.

Today, HarborOne has 30 branches in southeastern Massachusetts and Rhode Island and 2 commercial lending offices in Boston and Providence. Our corporate values of accountability, integrity, respect, trust and teamwork are core to how we manage our business and our relationships with our customers. Working at HarborOne will give you a great career with opportunities to learn, grow and make an impact, along with the power to make a difference.

Job Description: .

The Banking Support Specialist is people oriented with a passion for service, helping individuals and providing a great internal customer experience. They act as a partner and an extension of the customer facing team. The Banking Support Specialist provides support to internal customers to educate and inform team members on account opening, regulatory requirements, product knowledge, policy, and procedures while exemplifying our core values through excellent internal customer experience. In addition to handling Banking support inquiries, the specialist will track their interaction history (calls, emails, etc.), which will be rolled up into reporting to show trending areas of common needs so that training essentials can be readily identified and addressed. The Banking Support Specialist will conduct follow-up sessions with staff as needed, to build strong collaborative partnerships, improve overall retention and understanding of resources and processes.

This role will also support other administrative functions within the Customer Support team as needed, at the request of the VP of Customer Support or Customer Support Leadership team.

Responsibilities

Responsibilities:

Banking Center Support Line

Primary responder to incoming calls, chats and emails from Banking Centers requiring assistance with policy/ procedure interpretations, support for legal items and specialized requests (i.e. Trusts, POA, etc.) troubleshooting basic technical issues, product/service questions, operational questions, transaction processing and settlement issues while delivering a great experience for the Banking Center team

Contribute to the continued development of Banking Center Support as a trusted resource for Banking Division team and across the organization by conducting follow-up on complex questions to ensure understanding and retention of the provided solution.

Act as a liaison with other departments across the organization when Banking Centers require support; including, but not limited to IRAs, Loan Servicing, eBanking, Fraud Prevention, Small Business/Commercial etc.

Administrative Support

Assist the Contact Center and Commercial team with working external customer service requests that are initiated through other electronic channels such as via email and Online/Mobile Banking.

Work with Customer Support Leadership to close procedural gaps in the knowledge base (OneSearch) by identifying and recording necessary edits on current content, making recommendations on how to improve efficiency with processes, and as needed, assist in reviewing and providing feedback on drafts of new/revised Banking Division resources prior to final publishing.

Provide support to the Retail Operations & Compliance Administrator and AVP Field Operations Manager with the meeting preparation, resources, and delivery of the Banking Center Operations meeting.

Assist the Banking Administration team, as needed, to test and onboard new systems and enhancements that will impact the Banking Division team.

Assist with creation and execution of learning sessions with Banking Center Staff to advance job knowledge based on identified areas of opportunity from Banking Center Support data.

Assist in the collaborative support of other areas of the bank at the request of VP, Customer Support

Qualifications

Required Skills:

Bachelor’s degree required in a business-related discipline, Finance, Business Management or Accounting.

Minimum of 6-8 years retail experience or relevant experience with requisite Strong communication and influence skills, customer service and experience oriented.

Ability to hold teams accountable, extremely organized, excellent written and verbal communication skills, a passion for helping people,

Proficient in Microsoft Office Suite, and SharePoint. Advanced understand of HarborOne products, policies, and procedures is essential with respect to all Banking Center functions.

Must be able to quickly grasp complex issues and convey information to staff members in a fashion that is easily understandable. Works independently and very sound decision-making ability, ability to maintain confidentiality for highly sensitive topics.

Demonstrated ability to understand banking regulations and HarborOne policy and procedures with an ability to properly evaluate risk to balance servicing customers.

Compensation:

Offers will be determined based on job-related knowledge, skills, experience, and location.

Benefits:

Our benefit package* may include:

Paid vacation and sick time

Medical and dental insurance

Pre-tax premium program

Health Reimbursement Account/Health Savings Account

Employee Stock Ownership Plan (ESOP)

401K plan

Life Insurance

Tuition reimbursement and tuition assistance programs

Short term and Long term disability insurance