Description

FUNCTION: Provide high quality support and service to all bank staff and customers in accordance with department Service Level Agreements (SLAs), current procedures and applicable laws and regulations. Contribute to team and department in a positive, professional, constructive and collaborative manner. Performs a variety of daily, weekly and/or monthly tasks related to deposit and electronic services banking with training, guidance and support from other department members.

DUTIES:

• Provide support to all bank staff on deposit and electronic banking products and services coming in via multi-channel requests:
  • Handle incoming support calls according to procedure 
  • Work CRM Service Tickets within outlined SLAs
  • Internal and external customer support via email correspondence 
• Exception Item processing for forgery/alteration, unposted items, returns and overdraft submission, stop suspect report, chargebacks, and hold policy reviews.
• Account and Customer Maintenance including but not limited to:
  • Address and other changes
  • Statement updates including returned mail
  • Creation and maintenance of account and electronic funds transfers (AFT & EFT)
  • Certificate Renewal for regular and IRA/ESA certificates
  • Investment certificate setup and renewal
  • Closed account verification and monitoring
  • Asset verifications
  • SDB Reviews
• Assist bank staff and/or customers with electronic banking products, ACH, ATMs, and debit cards
  • Setup, maintenance and support
  • Branch card inventory maintenance and ordering
  • Mobile and image ATM deposit processing
  • Online banking enrollment review
  • Recognize fraud trends and suspicious activity and report appropriately
• Other duties as requested

Requirements

• High school degree or equivalent 
• Knowledge of banking financial and ancillary systems, Microsoft Office suite, internet/intranet sites and software. Experience in other areas of financial services helpful
• External and internal customer focused
• Effective communication skills with attention to detail and accuracy

PHYSICAL DEMANDS:

Must have the ability to read/see documents and PC screen and to communicate extensively by telephone and email. Primarily sedentary work which involves sitting most of the time.

ENVIRONMENTAL CONDITIONS:

Inside: Protection from weather conditions but not necessarily from temperature changes.