FUNCTION : The Account Servicing Specialist works with a team primarily responsible for

performing the maintenance associated with Bangor Savings Bank Deposit products including but not limited to Checking Accounts, Savings Accounts, CDs, IRAs, and Debit Cards.

They most commonly provide internal customer support to our retail branch network, call center, and payment services groups amongst others.

They may also be asked to assist other employees in the Deposit Operations department as necessary.

This is a full-time career opportunity based in Bangor, Maine that provides both remote and on-site work options with a required minimum of three days a week in the office.

The hybrid (remote / on-site) work option is available upon successful completion of initial training (approx. 90 days).

Key Responsibilities :

• Acts as the primary point of contact via phone and email for any inquiries, maintenance requests, or concerns on core deposit products generated through internal customers included but not limited to Retail Banking, Bangor Support, and Treasury and Payment Services.
• Additionally acts as the primary point of contact for any inquiries, maintenance requests, or concerns related to Customer Information Files and related information.
• Monitors, services, and maintains all Bangor Savings Bank debit cards as necessary.
• Monitors incoming documentation requesting account changes or maintenance, reviews the documentation thoroughly, and files it as necessary after taking the appropriate actions.
• Reviews a variety of reports monitoring different aspects of core accounts and takes appropriate action when necessary.
• Validates and returns, if necessary, check transactions for a variety of reasons such as non-sufficient funds or chargeback rights.
• Maintains a strong understanding of Jack Henry Silverlake, Jack Henry Passport, Fiserv, Digital Insight Online Banking and other critical bank systems, and works with the appropriate third party contacts when issues or questions arise.
• Proactively looks for and communicates opportunities for process improvements within their team, the department, or the bank which lead to efficiency, better customer service, or risk reduction.
• Communicates any pertinent information to supervisors, team members, an internal / external customers to ensure timely resolution of all problems and customer service situations.

Levels :

• A Level I Account Servicing Specialist will be proactively training towards gaining sufficient knowledge in the processes and accountabilities associated with the position in order to be able to operate independently and with a high level of confidence.
• A Level II Account Servicing Specialist will be fully proficient in all, or nearly all, processes associated with the position, be able to operate with minimal supervision or assistance, and will proactively work towards cross training team members, updating procedures, and assisting with more complex or higher level tasks as necessary.
• A Level III / Senior Account Servicing Specialist will have a detailed understanding of job specific processes as well as the impact and relation to other processes and business lines, will routinely work with highly complex or detailed problems, will proactively assist with projects and identifying process improvements, and will exhibit leadership by example within the department as a whole.

General Accountabilities :

• Consistently maintains a high level of customer service when dealing with customers an employees and strives to complete all time-sensitive processes by the appropriate deadline.
• Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork.
• Conforms to acceptable punctuality / attendance standards as expressed in the Employee Handbook.
• Performs additional duties as requested.

Compliance and Control :

• Assists in ensuring that the Bank is in compliance with local, state and federal regulations.
• Completes Risk Management and Performance Measurement tasks assigned by Management in a timely manner.

Key Competencies :

• Creativity / Innovation Looks for opportunities to increase efficiency and effectiveness throughout the department. Has ability to constructively challenge assumptions and seek / develop new and different ways to improve performance throughout department.
• Adaptability / Flexibility Adapts to change, is open to new ideas, takes on new challenges, handles pressure, and adjusts plans to meet changing needs.
• Proactivity / Initiative Takes independent action, operates as a pro-active self-starter, and acts on opportunities, practices self-development.
• Integrity / Ethics Deals with others in a straightforward and honest manner, is accountable for actions, maintains confidentiality, supports company values, and conveys news good or bad.
• Interpersonal Skills Has excellent communication skills, both written and verbal as well as the ability to exhibit active listening skills and being open other viewpoints, perspectives, etc.
• Organizational Skills Able to effectively manage, prioritize and keep track of multiple tasks / projects / requests at any given time.
• Vision / Values Supports company mission / values through daily actions and decisions, communicates the Bank’s vision, mission and values to others, and incorporates vision when planning

Knowledge / Skills / Experience Requirements :

• High school diploma or equivalent required. College, business or banking professional training preferred.
• Exhibits professionalism in handling multiple tasks in a fast paced-environment.
• Organized, sets priorities, and meets deadlines.
• Strong communications skills, both verbal and written.
• Excellent customer service skills required.
• Attention to detail, emphasis on accuracy.
• High degree of analytical skills and the ability to handle complex problems.
• Strong multitasking skills including the ability to remain highly accurate with the data while completing multiple simultaneous tasks.
• Ability to work with little supervision.

Physical Demands / Conditions Requirements :

• General office environment
• Moderate lifting (to 35 lbs.) required. Moderate reaching, walking, sitting and standing required

Equipment Used :

General office equipment

External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

Last updated : 2024-05-22