Customer Experience Specialist - Boston

The Customer Experience (CX) is a hybrid team that manages customer support for inbound customer needs via digital, voice, and social media channels. This team operates in close conjunction with our Retail Banking Group and Digital Banking Group to solve customer problems and identify opportunities to improve our products, services, and processes.

About the role
Hingham's Customer Experience Team is looking for a Customer Experience Specialist to support our current and future clients in resolving their questions and concerns. You will work with every business line within the Bank to provide excellent customer service, resolving a wide range of customer concerns across multiple service channels, including digital, voice, and social media. Our Customer Experience Specialists are empowered to act in the best interest of our clients, ask questions to uncover needs, and share ideas to better our products and services.

Responsibilities

Provide assistance to clients with questions over chat, email, phone, and social media in a timely manner.

Teach customers how to use our products and services, including but not limited to online banking services, mobile deposit, wire transfers, ACH, and debit cards.

Triage and troubleshoot customer concerns, coordinating with various teams within the Bank to identify and resolve problems and elevating these problems, as necessary, to avoid repeated issues.

Identify and author articles in our Help Center to help customers resolve common questions.

Persistently pursue answers when they are not immediately available.

Qualifications

Excellent interpersonal and telephone communication skills along with active listening.

Must be adaptable and flexible to work weekdays 8:30 AM – 5:00 PM and Saturdays 8:30 AM – 1:00 PM.

Articulate when speaking and writing English; preference for a secondary language.

Organized and accountable with high attention to detail and follow-through.

1–2 years experience in a customer support role or customer service.

Contact Center experience and working remotely is a plus.

2+ years of retail banking experience is a requirement for this role.

Financial services industry experience.

Possess an understanding of service excellence and the importance of building and strengthening customer relationships.

Ability to multi‑task, set priorities, and manage time effectively.

Bachelor's or Associate's Degree preferred.

Culture

Always looking for improvement in internal processes and customer experience.

Attention to detail is a must.

Willingness to lend a helping hand and wear multiple hats in a small, tight‑knit group.

Transparency and candid communication; avoiding corporate politics.

Ownership of company goals beyond the scope of the job.

Openness to learning from mistakes.

Benefits

Individual and family health care plans (medical, dental)

Retirement plan (401k, up to 6% match)

Life insurance

Paid time off (vacation, sick & public holidays)

Paid family leave (maternity and paternity)

Training & development / tuition reimbursement

Fitness memberships

Pay range
60,000 – 75,000 USD per year (Corporate Office)

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