Customer Support Specialist

Job Title: Customer Support Specialist                  

Reports to:  Deposit Operations Officer

Status:  Full-Time, Non-Exempt

Department:  Customer Support

JOB SUMMARY: Research customer problems and perform a variety of customer support clerical duties.   Maintain all aspects of debit cards, credit cards, ATM cards, ACH items, wire transfers, and internet banking.  Responsibilities include the proper setup and maintenance of customer records and accounts, following established processes to ensure regulatory compliance and to provide exceptional customer service to internal and external customers.  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Process Non-Sufficient Fund (NSF) items, including incoming and outgoing checks

• Check and verify exception items. 
• Verify signatures on cashier’s checks, money orders, and certificates of deposit (CDs)
• Perform routine morning procedures for proofing and sorting. 
• Responsible for ordering and maintaining supplies needed by Customer Support department.
• Perform file maintenance to update customer and account records
• Process cash letter adjustments when necessary
• Perform account research for customers and bank.
• Balance the Demand Deposit Account (DDA) totals, savings totals, 9’s account, and safety deposit boxes.          
• Verify proof transit total from previous day
• Verify file maintenance reports, new account reports, zero-balance reports and closed accounts reports for DDA and savings accounts from the previous day 
• Utilize image EIP program to work unpostables, exceptions, and incoming or outgoing returns.
• Conduct teller drawer balancing for all locations.
• Change status on closed DDA and savings accounts in document retention system
• Add, change, or remove overdraft protection per established procedures
• Add, change, or close automatic transfers per established procedures
• Executive View – review Duplicate items
• Oversee and track undeliverable customer mail 
• Review the FR-2900 report on a weekly basis
• Enter stop payments and holds on customer accounts in the core processing system
• Work through Deceased Customer procedures for deceased customers.
• Balance Cashiers, Official, Interest, and Expense checks in reconciliation feature of core processing system
• Order all debit, credit and ATM cards for bank customers, including approving and denying applications (by contacting CSR’s, managers, etc.) and prepare and mail all customer card request denial letters.  
• Perform routine maintenance to card records, including name and address changes, withdrawal limit changes, and activation, restriction and closure of all cards (to include notification of customer)
• Maintain reports and logs for cards mailed to the bank and blank card stock  
• Scan all debit, credit and ATM card applications into the document retention system and maintaining card statuses as active, closed or denied.  
• Maintain the exception general ledger account and review the exception list with other customer support team members
• Review and balance a variety of reports from bank report-viewing system on a daily basis
• Process and balance daily credit card payments.
• Work with Security Officer on possible fraud accounts.
• Prepare monthly and quarterly reports for Senior Management and Board of Directors. 
• Promote growth of bank’s internet banking customers and accounts to include determining the electronic services customer’s desire. Look for ways to improve and better serve internal and external internet banking customers.
• Maintain and provide support on bank’s website including enrollment, bill pay, online statements and Smart Money program.               
• Process ACH exceptions report for returns, corrections, Death Notification Entries (DNEs) and pre-notes.
• Process incoming and outgoing wires
• Monitor and respond to internet banking messages in a friendly and efficient manner.
• Answer questions daily from customers and other bank employees, including any necessary training to ensure employees and customers have working knowledge of E-banking processes.
• Provide exceptional customer service through all means of communication.
• Answer in a timely and courteous manner internal and external telephone calls coming into the department 
• Comply with and assist others in complying with all relevant laws, regulations and policies. 

• Compliance with Bank Secrecy Act regulations as it pertains to the functions of this position
• Respond to customers in the Live Chat program
• Process deposits in the Image Deposit ATMs and Mobile Deposit applications.

ADDITIONAL DUTIES AND RESPONSIBILITIES

• Complete account verifications forms when received
• Collect on foreign items as needed 
• Occasional external customer visits to promote, set-up and train on Cash Management and/or Merchant Card Services 
• Responsible for maintaining individual P.E.P. monthly.
• Assist the bank in efforts to obtain and retain customers
• Conduct duties and responsibilities in a manner that supports the bank’s profitability goals, including helping the bank not to lose money and helping the bank save money by improving job processes and achieving operational excellence

• Adequate cross training of all job duties have been considered.

• Other duties as assigned by Management

KNOWLEDGE, SKILLS AND ABILITIES

• Knowledge of banking laws and regulations as they pertain to this position
• Knowledge of core processing system
• Working knowledge of Microsoft Office products and effective computer skills
• Ability to deal continuously with confidential information and to work under deadlines
• Strong organizational skills and accuracy
• Self-starter and have the ability to research and stay current on banking laws
• Ability to read and interpret documents such as policy and procedure manuals
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. 
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. 
• Good oral, written and human relations skills. 
• Good attention to detail and ability to deal tactfully with customers, both external and internal.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

In order to successfully perform the essential functions of this position:

• The employee is regularly required to talk or hear.  The employee frequently is required to walk; stand; sit; and use hands to finger, handle, or feel and reach with hands and arms to lift and/or move up to 20 pounds.  The employee is occasionally required to stoop, kneel, crouch or crawl.   Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.
• Some travel is expected in this position 

EDUCATION AND EXPERIENCE

• High school diploma or general education degree (GED) required
• Prior bank operations experience preferred