Senior Customer Success Representative

Northeast Bank is a full-service community bank and a national commercial real estate lender with offices in Maine, Massachusetts, and New York. We are looking for motivated and talented individuals who want to make an impact in a growing company that cares about its employees, customers, and the communities it serves. Northeast Bank provides competitive compensation and benefits, generous PTO, and a hybrid work environment dependent on the role. If you are looking for a growing organization that prioritizes its employees, we encourage you to apply.

POSITION SUMMARY: Provides quality service and sales support to customers and colleagues of the Bank and its affiliates through the Customer Success Center.

RESPONSIBILITIES:

• Respond to inbound sales and service calls via voice, video or chat to include general bank information, specific customer account information, customer transactions and problem resolution
• Monitor and manage Outlook group email boxes
• Participate in outbound calling sales efforts
• Create new accounts and services for new / existing Bank clients
• Create sales opportunities by cross-selling and up-selling bank products and services
• Make recommendations for improvements to Bank processes, products and services
• Achieve sales levels consistent with goals set
• Assist with new Customer Success Center team member trainings, coaching and onboarding
• Lead routine Business Banking and National Lending customer support in collaboration with Business Service Support team
• Assist with Cash Management Support mailbox monitoring and related daily tasks
• Work with ‘Small Loan General Servicing’ and MSBA teams for new pool updates
• Act as backup support for days when Team Leader is unavailable, including call escalation
• Monitor and complete Fraud Map risk assessment daily
• Complete weekend review of RDA Fraud deposit items
• Oversee QwickRate program daily activities
• Maintain professional and technical knowledge through ongoing training initiatives
• Successfully pass technical and regulatory examinations required by the Company
• Maintain professional appearance
  
  

KNOWLEDGE, SKILLS AND ABILITIES:

• Proficient in Word and Excel
• High attention to detail
• Excellent organizational and time management skills
• Effective oral and written communication skills
• Ability to speak and write effectively
• Ability to develop new business and close sales
• Ability to effectively train others
• Ability to work independently as well as in a team environment
• Effective interpersonal skills
• Excellent phone etiquette
• Ability to multi-task and manage expectations
• Ability to mentor and support junior level employees
• Associate degree or equivalent education and/or banking/ contact center experience
• Previous Contact Center/Customer Service experience required
• Banking and/or financial services background preferred
  
  

PHYSICAL DEMANDS AND CONDITIONS:

• Ability to sit and work at a computer for sustained periods of time
• Flexible hours required, including evenings, weekends and Holidays
  
  

Northeast Bank is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, national original, veteran status and any other classification protected by Law. We celebrate diversity and are committed to creating an inclusive environment for all employees.