Description

Responsibilities (Essential):

• Customer Support: Provide accurate, efficient and timely support of internal and external customers, including answering complex questions and interacting with customers via email, phone, and other digital communication formats such as chat and video meetings

• Troubleshooting: Research and resolve issues related to online banking and other digital products and services. Communicate with 3rd party vendors to problem solve and troubleshoot issues

• Maintenance: Gather and process agreements and forms for service maintenance requests, maintain and organize department files and records

• Implementation: Gather and process agreements and forms for the implementation of new service setups, manage forms using document signing software, complete system setup in the bank’s core system and online banking platform

• Communication: Liaise with internal and external customers to ensure implementation of services, maintenance, and training are being effectively communicated

• Quality Control: Ensure all work processed is accurate and in compliance with policies and procedures, review other team members’ work for accuracy and compliance to ensure quality service standards

• Security: Consistently follow risk mitigation best practices, detect and escalate suspicious or fraudulent activity

• Other Tasks: Complete recurring tasks such as hourly file uploads, remote deposit check exception reviews and processing, end of night file processing, daily and monthly report management, and other duties as requested

Required Education & Experience:

• Minimum of a high school degree or equivalent

• 2-3 years of customer service experience

• General knowledge of banking, digital and/or core banking, bank operations or equivalent

• Highly motivated and works independently

• Strong written and verbal communication skills

• Strong attention to detail and analytical skills

• Proven track record of managing competing tasks and priorities while maintaining accuracy

• Ability to diagnose and problem solve challenging technical issues via email, phone, and other digital channels such as chat and video meetings

• Working knowledge of Windows-based software programs (MS Office, Word, Excel)

• Working knowledge of technological systems and software to support troubleshooting digital issues

• Ability to analyze and interpret findings and results to draw logical conclusions to troubleshoot and carry out daily assignment

Physical Demands and Work Environment:

Physical Demands: General office environment.

Work Environment: General office environment.

Schedule Expectations:

• Full time, 40 hours per week

• Flexibility to work some evenings and weekends as needed

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)