SUMMARY:

The Support Services Representative performs the customer support function to assist both internal and external customers with general banking, digital banking, and/or technical support type of inquiries. This position will be required to perform a variety of tasks that requires expert knowledge in areas of banking operations, policies, procedures, and regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, other duties may be assigned.

Customer Support

• Answers incoming calls, responds timely to emails, voicemails, online chats, and customer service tickets for internal and external customers.
• Researches, identifies, and resolves internal and external retail and/or commercial customer requests using all available resources.
• Routes calls to appropriate resources.
• Upholds customer security in accordance with established procedures and guidelines.
• Recognizes, documents, and alerts management of trends in customer calls.
• Ensures and provides quality service to both internal and external customers by following procedures, identifying alternative solutions, or escalating to IT or outside vendors, if needed.
• Upsells products and services to retail and commercial customers.
• Promptly provides solutions to meet the needs and address concerns, following up with customers to ensure resolutions.
• Advocates for the Bank’s customers and assists them in identifying various fraud type situations, such as online banking/mobile banking scams, account takeovers situations, identifying elder abuse, bill pay fraud, ATM/debit card fraud, wire fraud, check fraud, mobile deposit fraud, etc.
• Identifies and escalates issues to management.

Technical Services Help Desk Support

• Provides technical support to retail and commercial customers as it relates to digital access for products, including but not limited to, digital banking, mobile banking, mobile deposit, bill payment, remote deposit, positive pay, wires, Automated Clearing House (ACH), merchant processing, lockbox etc.
• Becomes a subject matter expert on all digital banking tools used by customers.
• Provides assistance answering questions on functionality and any new functionality, when there are updates.

Other Duties

• Handles the courier bags daily, including sorting and delivering all mail and filing the checks and deposits in trays for retention.
• Assists in the review of mobile and ATM deposits for proper endorsements, legitimacy, accuracy, etc.
• Reviews large dollar checks over $25,000 for signature, endorsement, and encoding.
• Completes secondary review of debit card maintenance and debit card orders, as needed.
• Supports with Critical File Maintenance Review.
• Assists with Mobile Deposit enrollment approvals.
• Updates procedures for all areas listed above or as needed.
• Required to learn other tasks within the department to aid supportively and positively in the absence of a team member.
• Potential to train peers on various job-related tasks, including but not limited to, mail processing, incoming emails from customers, mobile deposit review, etc.
• Active participant during project implementation/deployment to include, but not limited to, new and existing technology, system upgrades, new products, and new services, while ensuring the Bank’s compliance with laws, regulations, and rules governing banking as well as the Bank’s internal policies.
• Responsible for compliance with The Anti-Money Laundering/Bank Secrecy Act (AML/BSA), OFAC, Customer Information Policy (CIP) and Identity Theft Program to ensure ongoing risk assessment analysis as well as monitoring and reporting suspicious activity.

QUALIFICATIONS

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

• AA or BA degree preferred in Business Administration, Technology, Finance, Banking or related field.
• Minimum of two years’ experience within both front and backroom banking operations, technology, finance environment.
• Detail-oriented and able to handle multiple tasks at one time and meet deadlines.
• Demonstrated knowledge and experience with online banking tools, ability to solve client issues related to both product features and technology used by customers.
• Assertive, self-confident, self-motivated, and has the ability to work independently with little direction and supervision.
• Demonstrated ability to effectively cope with accelerating change, learn rapidly, adapt quickly to changing situations, and respond promptly to changes and opportunities.
• Strong customer service and interpersonal skills.
• Ability to handle stressful situations appropriately.
• Strong work ethic with a focus on quality and responsiveness, flexible personality, and team player.
• Demonstrated ability to make effective use of information available and organize resources to meet goals.
• Strong verbal and written communication skills, including telephone techniques.
• Thorough knowledge of bank operations, products and services, and regulatory and statutory requirements.
• Demonstrated personal computer skills, knowledge of various systems (i.e., Excel, Word, Outlook, etc.).
• Must maintain a high level of knowledge and regulatory banking compliance in order to properly perform the duties of this position.

Interested parties may also apply online at Highland Bank’s website www.highland.bank. Please specify Support Services Representative.

Highland Bank.

Your Business. Our Bank.

Equal Opportunity Employer (EOE).

Job Type: Full-time

Benefits:

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

Shift:

• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person
• Office

Application Question(s):

• What about this position interests you the most?
• Please include any salary requirements.

Education:

• Associate (Preferred)

Experience:

• Call center: 2 years (Preferred)
• Banking: 2 years (Preferred)
• Customer service: 2 years (Preferred)

Language:

• English (Preferred)

Ability to Relocate:

• Maple Grove, MN 55369: Relocate before starting work (Required)

Work Location: In person