e-Services Customer Service Representative – Operations Department

Bank of Ocean City has a full-time opening for our Operations Department. Our focus is on delivering an exceptional customer experience. We are looking for an experienced, qualified, customer service driven individual to join our team.

Basic Function: The primary job is to handle customer inquiries and issues related to online banking services such as account setup and explaining features of our online platform.

Essential Duties:

• Consumer Online and Mobile Banking – assist users with enrollment and login issues, review reports, monitor transaction activity, troubleshoot operational issues, review new product releases.
• e-Pay (bill payment), Zelle and TransferNow External Transfers – monitor transaction activity, research, troubleshoot customer issues
• Business Online and Mobile Banking – review new client set up and new user agreements for accuracy, set up new clients and users, add and remove additional services as needed, review new product releases
• Business e-Pay – monitor transaction activity, research and troubleshoot customer issues
• o ACH Origination, Remote Deposit Capture and Wire Manager – review agreements, set up new customers, monitor and log transaction activity, resolve over-limit exceptions timely, troubleshoot customer issues
• Scan and file documents
• Answer incoming phone calls from customers and staff. Direct incoming calls to the appropriate staff and/or provide customer support
• Develop and maintain procedures for various assigned duties
• Interact with other departments in resolving operational issues
• Prepare information for third party audits and examinations
• Ensure compliance with Bank policies and procedures, as well as Federal banking laws, rules and regulations
• BSA/AML compliance including, but not limited to: monitoring for OFAC and suspicious conduct and transactions, completing all required regulatory documentation, adhering to the bank’s BSA/AML/OFAC/CIP policies and procedures.
• Miscellaneous duties as assigned; please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Knowledge, Skills and Abilities

• Advanced computer skills-proficiency in Word and Excel
• Excellent attention to detail, strong organizational skills
• Must be a self-starter and display initiative
• Time management with the ability to work efficiently to meet deadlines
• Good verbal and written communications skills, pleasant telephone manner
• Ability to adapt to change
• Ability to interact with staff members at all levels
• Ability to manage multiple priorities

Training and Experience

• High School Diploma, or equivalent
• 2 years experience in a financial institution e-Services environment
• Educated in banking regulations and laws

Physical Requirements

Physical requirements of this position include, but are not limited to:

• Sitting/Standing/Walking: Approximately 75% or more of time is spent working at a desk. Balance of time (25%, or “occasionally”) is spent moving around work areas. Stair climbing daily.
• Speaking/Hearing: Clear dictation and acute hearing are necessary for effective and frequent (up to 75% of work time) communication with co-workers, customers, and outside agencies, by telephone and in person.
• Vision: Ability to effectively use a computer screen and to interpret printed materials, memos and other appropriate paperwork, 75% or more of work time.
• Lifting/Carrying: The ability to transport files, office supplies, and lifting up to a weight of 35 lbs. and occasionally, up to 50 lbs.
• Stooping/Kneeling: The ability to access files and supplies, with occasional stooping or kneeling.

Hours include 7:45am start times.

Equal Employment Opportunity and Affirmative Action Employer

EOE/Veterans/Disabled/LGBT

Job type: Full-time

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Shift:

• 8 hour shift
• No nights

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Education:

• High school or equivalent (Required)

Experience:

• computer/keyboard: 2 years (Preferred)
• customer service: 2 years (Preferred)
• banking: 2 years (Preferred)

Work Location: In person