Experience Banker

Leader Bank is looking for exceptionally dedicated team members to join one of the region’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become of the most successful banks in Massachusetts with more than $4 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $2 billion.

Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always be improving our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.

Summary

The Experience Banker is a fully remote (from approved locations) role, and provides phone, email, video, text, and chat support to our internal and external customers for the various products and services offered. This includes providing support for Business and Consumer Online, Loans, Mobile Banking, Debit Cards etc. The Experience Banker will be a team player with a positive attitude and be comfortable in a changing environment. 

The Experience Banking Center is open the following hours:

Monday - Friday 8 AM - 8 PM Eastern Time

Saturday 9 AM - 5 PM Eastern Time

Sunday 9 AM - 2 PM Eastern Time

This role will predominately work evening shifts (Eastern Time) and weekend shifts, and schedule is subject to change based on business needs.

Responsibilities

• Answer common client inquiries via phone, chat, text, email, and video in a professional and positive manner 
• Manage open tickets by providing consistent and timely follow ups with all clients 
• Process contact and address changes in accordance with procedure 
• Process stop payment requests in an accurate and timely manner 
• Assist with daily call backs for suspicious debit card activity and processing Reg E Claims with strict adherence to Regulation E and Company policy 
• Troubleshoot common debit card issues, order debit cards and perform card maintenance properly as necessary 
• Troubleshoot online banking issues such as lock outs, password resets, navigating the website, browser issues etc. 
• Assist loan clients with basic questions including payment due dates, amount due, account balances and histories 

Qualifications

• Associates degree or equivalent experience 
• Intermediate computer literacy 
• Strong client service and listening skills 
• Basic understanding of banking policies and procedures 
• Adhere to attendance policies 
• Excellent organizational skills 
• Ability to handle multiple priorities and possess a strong attention to detail 
• Strong stress tolerance 
• Excellent verbal and written communication skills 
• Strong interpersonal skills 
• Positive attitude and eagerness to learn 
• Acknowledgment to all important procedure updates in chats and emails 
• Demonstrate client obsession by going above and beyond for each client 

Leader Bank offers an excellent compensation and benefits package including: 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.

Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.

Leader Bank is an E-Verify® participant.* For more information, click on the links below:

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