About Fidelity Bank:
Founded in 1888, Fidelity Bank is one of the strongest independent community banks in Central and Eastern Massachusetts. Celebrating its 20 year anniversary as the brand promise to the community, Fidelity Bank’s unique LifeDesign approach to banking provides the care and clarity needed to make informed decisions with confidence. The Bank offers a range of personal and business banking solutions to clients in 13 full-service banking centers in Leominster, Worcester, Fitchburg, Needham, Gardner, Shirley, Barre, Millbury, Paxton, Princeton, and Winchendon. The Bank has consistently earned a “5 Star” rating from BauerFinancial, Inc., the nation’s leading independent bank rating and research firm. Fidelity Bank was the only bank in Central and Western Massachusetts recognized as one of Forbes “America’s Best Banks in Each State 2022,” in addition to being voted Worcester Telegram & Gazette Best Financial Services in Central Massachusetts and placing on the Boston Globe’s Top Places to Work list six times. As of December 31, 2022, the bank had total assets of approximately $1.4 billion. For more information, visit www.fidelitybankonline.com or www.facebook.com/fidelitybankma.

POSITION OVERVIEW:

Our Client Care Bankers play a key role in allowing our valued clients to see LifeDesign in action. By delivering outstanding, caring service, our Client Care Bankers demonstrate our commitment to help clients get to where they want to be. They are responsible for providing caring and confident responses to Clients’ digital inquiries received via telephone, website, video, chat, SMS and email. Utilizes the LifeDesign approach and C.A.R.E. to recommend solutions for all lines of business while promoting and supporting digital adoption. Client Care Bankers maintain a superior knowledge of all products and services so that they can provide an exceptional client experience.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:
Our Client Care Bankers provide the highest level of customer service in a positive, courteous, and enthusiastic manner to all colleagues and clients.

Maintains a superior knowledge of all Bank products and services and knowledge of client facing digital technologies.

Promotes use of and assists clients with all Digital Banking applications.

Provides caring client support to all business/consumer digital channel clients through phone, email, web chat, online, mobile banking, SMS text, video or other digital means.

Responds to all client questions, problems, and concerns in accordance with predetermined SLAs. Conducts client requests promptly and accurately.

Opens and onboards new consumer and business accounts, opened over the phone and online, following our Life Design approach.

Takes consumer loans and accepts home equity loan applications.

Conducts outbound phone calls to our clients to deepen relationships and cross sell additional products and services.

Contributes to the department’s success by being a team player and supporting bank goals with proactive activities.

Achieves individual performance goals including sales/referral goals and client care banking goals.

Provides a high level of customer service by consistently expanding the client relationship through quality conversations.

Responsible for conducting client maintenance and post call work to ensure client requests are handled effectively.

Ensures the safety and security of client information.

Follows bank policies and procedures to ensure client identity and due diligence. Listens for fraud and potential risks of account takeover.

Conducts and/or responds to debit card fraud monitoring and issues.

Performs other duties as assigned by management.

POSITION REQUIREMENTS:
High School Diploma plus one year customer service or related experience. Proven customer service, written and verbal communication skills. Ability to prioritize and multi-task. Strong understanding of online navigation, digital bank services and applications. Proven ability to learn and use multiple computer programs, including Microsoft Word, Excel, the internet, and multiple platform automation and client information tracking systems.

QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

PHYSICAL DEMANDS:
Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Fidelity Bank is an equal opportunity employer.