Senior Account Representative I at MutualOne Bank – Framingham, Massachusetts

Position Description

Title: Senior Account Representative I

Department: Client Services

Reports to: Client Services Assistant Manager/Officer

Supervises: None

Classification: Non-exempt

Date Prepared: March 31, 2025

Summary / Objective

The Senior Account Representative I is responsible for building primary relationships with customers by providing world-class service via email, Digital Banking and telephone systems. The role includes maintaining all online services, performing account services and providing solutions to customers’ inquiries.

Experience & Education Requirements:

• Bachelor’s degree or equivalent retail banking and/or online banking experience
• Extensive knowledge of Retail Banking policies and procedures and Electronic Banking operations
• Proven organizational and customer service skills
• Good interpersonal, communication & computer skills

Essential Job Functions:

• Provides a complete range of customer services including opening new accounts, explaining available bank products and services, and gathering customer information to process new and existing accounts on line
• Provides customers support through telephone and secure message channel including resolving issues to retail and electronic banking activities
• Discovers customer needs through conversations, questions and review of their accounts, and promotes and cross-sells Bank products and services based on their needs
• May be trained to accept mortgage loan applications as a licensed originator
• Provides assistance and training to branch personnel regarding electronic banking procedures
• Maintains knowledge of retail banking policies and procedures. Attends seminars regarding banking industry activities
• Obtains and analyzes daily reports relating to customer and internal online banking activity including service metrics, fraudulent activity, and unauthorized access
• Executes outgoing communication efforts for the bank via telephone, email, and/or regular mail
• Works with vendors and outside service providers to ensure operational performance standards are maintained