Help Desk / Online and Mobile Banking Rep

Be part of a dynamic and supportive customer support team. Bring your high energy and ability to provide personalized customer service to our customers. As a Help Desk/Online and Mobile Banking Rep you will have the training, resources, and dedication of your supervisors and coworkers to be successful, feel engaged and continue to learn and grow in your career.

Benefits of this role:

• Competitive pay starting approximately $23 - $25
• Initial and on-going training to keep new and current skills sharp and to learn new skills related to advancement opportunities
• Fulfilling – makes you feel like you are really making a difference
• Genuine camaraderie on this team
• Flexible scheduling; opportunity for occasional work from home
• Comfortable work area and surroundings
• Your input and ideas will be requested and appreciated
• Position allows personal strengths to show and encourages growth in a supportive environment
• Individual strengths and personalities are appreciated and nurtured

To be successful:

• Approximately 2 years’ experience in a help desk role and/or a bank-related operational support role is preferred.
• Effective verbal and written communications skills
• Must be proficient with computer navigation skills and using a variety of digital platforms
• Ability to embrace change and learn new ways to work
• Bilingual/Spanish a plus (earn more for bilingual ability)
• Availability to work flexible hours, including some Saturdays
• High school diploma or GED required; some post high school technical education is desired

Your responsibilities:

• Assists with system upgrades and new releases including, but not limited to, creating back-office reference materials and testing
• Responds to escalated and complicated customer inquiries, such as fraud events, hardware/operating system issues, etc., via phone inquiries, chat, and secured email
• Initiates and responds to tickets with our business partners’ digital teams
• Maintains accurate records of interactions with customers and recurring user problems
• Assists with updating documentation and organizing resources so they are easy to locate
• Performs customer account maintenance as needed to keep records updated
• Ensures quality control and compliance by working with appropriate internal business partners
• Participates as part of a response team for technical issues related to our digital systems
• Assists in other areas of the Call Center and Customer Care as needed.

North Shore Bank is regularly recognized as a top workplace and provides excellent benefits. Learn more about us at www.northshorebank.com/Careers. Equal Opportunity Employer. Member FDIC.