Description:

Provide quality telephone/chat customer service and support for the bank's consumer online/mobile banking services including technical troubleshooting, product information, online enrollment support, service utilization assistance, billing research, etc.

Responsible for assisting callers by providing general information & technical support related to the following categories of expected customer required assistance.

Areas of Coverage:

• Assist with core conversion related inquiries (before and after conversion info)

• Basic account troubleshooting (i.e password resets, etc)

• Assist with customers with specific product line questions

• Access Authentication and Security Issues

• Will be trained on basic product knowledge, type of calls to anticipate, processes/procedures for handling requests and new core system navigation

• Registration process online

1. Customer Service (100%)

• Greet customers over the phone, offer professional assistance and provide quality service in handling customer requests.

• Assist customers with general product/service questions on most product/service functionality.

• Be able to quickly and efficiently look-up applicable account information and provide customers with accurate information in a professional and courteous manner in accordance with customer service standards.

• Assist customers with applicable requests such as assistance with enrollments, logins, transaction history, internal transfers, eStatements, profile updates, secure messaging, mobile application downloads, etc.

• Resolve and/or handle customer problems such enrollment errors, login errors, transaction failures, unexpected text and email alerts, etc.

• Escalate customer complaints such as fee disputes, product feature misunderstandings, company policy disputes, etc., in accordance with department procedures.

• Assist with off-phone duties such as manual enrollments, auditing of enrollments, bill pay exception report clean-up, following up on Action Neededs, etc.

• We reserve the right to pay above or below the posted wage based on factors unrelated to sex, race, or any other protected classification.

• Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This temporary role may be eligible for the following:

• Medical, dental & vision

• 401(k)/Roth

• Insurance (Basic/Supplemental Life & AD&D)

• Short and long-term disability

• Health and Dependent Care Spending Accounts (HAS & DCFSA)

• Transportation benefits

• Employee Assistance Program

• Time off/Leave (PTO, Vacation, or Sick Leave)

  About TEKsystems:

We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.