Role Description The Service Desk Agent advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology. Screens, diagnoses, researches and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Role Responsibilities - Identify issues, investigate root causes and recommend solutions to reported problems. - Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail. - Screen, refer and diagnose internal inquiries and work requests relating to PC maintenance. - May prepare help desk incident reports and assist in hardware and software evaluation. - Participate in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner. Qualifications - University education, preferably technical degree or Microsoft certifications. - Up to two years’ experience that shows good knowledge of Microsoft Operating Systems local and remote administration and Microsoft Office family applications. - Experience of providing remote IT support. - Excellent communication and customer service skills. - Fluency in Italian and French. - Flexibility to work shifts. Benefits - Comprehensive, locally competitive benefits package.

Role Description The Service Desk Agent advises and assists users over the phone and electronically in solving problems related to hardware, software, networks and peripherals using available technology. Screens, diagnoses, researches and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users. Role Responsibilities - Identify issues, investigate root causes and recommend solutions to reported problems - Provide technical guidance in activities associated with identifying, prioritizing and resolving problems by telephone and e-mail - Screen, refer and diagnose internal inquiries and work requests relating to PC maintenance - May prepare help desk incident reports and assist in hardware and software evaluation - Participate in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner. Qualifications - University education, preferably technical degree or Microsoft certifications - Up to two years’ experience that shows good knowledge of Microsoft Operating Systems local and remote administration and Microsoft Office family applications - Experience of providing remote IT support - Excellent communication and customer service skills - Fluency in Dutch and English Languages - Flexibility to work shifts if required Benefits - Comprehensive, locally competitive benefits package

Respond to customer inquiries through various channels, provide support for scheduling and account access, and resolve healthcare navigation issues while maintaining high standards of service quality and confidentiality.

Title: Customer Experience Associate I Location: Salem, Massachusetts, 01970, United States Department: Contact Center Job Description: - Full-Time - Locations Showing 1 location Salem, MA 01970, USA Job Details Description Salem Five is a growing regional financial services organization with a rich history of over 170 years. As an independent bank, we are deeply rooted in the communities we serve and offer our employees successful and rewarding careers. This position is located in the Salem, MA offices and offers hybrid work opportunity. Salem Five has more than 30 retail banking branches throughout Essex, Middlesex, Norfolk and Suffolk counties, strong business banking capabilities, an Insurance division, a Wealth Management & Trust organization and a Mortgage Company that has provided homeownership to generations of families. Salem Five believes deeply in supporting the communities in which we reside. Donations through our Charitable Foundation or events at the branch or location-level are an important part of our DNA. We would not be the company we are without our commitment to businesses and organizations that help the region thrive and to our employees. Come see what we’re all about. The Customer Experience Associate is a key role within the Contact Center focused on providing exceptional service to Salem Five Consumer and Business customers in line with the banks’ multi-channel service strategy. Primary responsibilities involve communicating with customers and prospects via phone, chat, email and secure messaging. Customer Experience Associate new hires receive extensive training from dedicated resources and supervisors to support their success and career growth. This role offers the development of skills and job knowledge providing for advancement opportunities across the organization. - Verbal and written customer service skills across multiple communication channels - Consumer/Business deposit and loan product offerings - Digital Technology (includes online banking & mobile platforms) - Fraud prevention and detection - Systems proficiency and navigation - Referrals to other Salem Five business lines, and the cross-sell of additional Salem Five products and services (no cold-calling) - Strong advocacy for the Salem Five brand ESSENTIAL DUTIES AND RESPONSIBILITIES include the following; however other duties may be assigned. - Provide an outstanding Customer Experience to Salem Five customers and prospects via phone (primary), chat, email and online banking. - Ability to support the departments’ efforts to deliver an exceptional customer experience… no matter what it takes - Be able to demonstrate a high level of proficiency with Salem Five’s products and digital technology offering - Proficient with mobile technology/platforms/devices, personal computing systems, apps, and email/messaging platforms - Proficient utilizing desktop applications such as MS Office (Excel, Word, Exchange) - Assumes additional responsibilities including projects, testing, training, etc. commensurate with experience and job grade level Embrace new and emerging technologies to support operations and customers through flexibility and the ability to learn and adapt to change - Work as team within the Contact Center and across Salem Five Bank; Collaborate. Communicate. Support. - Identifies and reports fraud or suspected fraud occurrences. Is continuously aware of fraud engineering threats and knows what action to take to protect customers and the Bank. QUALIFICATIONS, EDUCATION and/or EXPERIENCE to be a Customer Experience Associate I or II. The ideal candidate will have the following skills and experience: Associate or bachelor’s degree and/or previous customer service experience preferred. Currently looking for people with prior banking/financial services experience. Benefits/Incentives: We offer a comprehensive benefits package designed to support your well‑being and success, including medical, dental, and vision coverage; Flexible Spending and Health Savings Accounts; 401(k) matching; and tuition reimbursement. You will also enjoy additional perks such as our employee referral program, annual holiday reception, summer family outing, and more. Salary Range: $42,000 - $65,000 plus incentives The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, and performance. This range may be modified in the future. PHYSICAL DEMANDS The physical demands 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. While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee frequently is required to sit and to utilize telephone/computer. The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl. Specific vision abilities required by this job include close vision. Ready to apply? If this job sounds like a fit for you, then click on Apply/Apply Now in this posting. We look forward to talking with you. No unsolicited resumes accepted from agencies. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.