Customer Service Representative - Rover

Job Description

The Customer Service Representative is responsible for performing a variety of support functions within the Processing Center and serves as the primary or secondary backup to all functions managed within the Processing Center. He or she assists with Wire Transfer functions, ACH processes (not limited to file origination) and ACH return items, debit card fraud alerts, and Item Processing functions and answers questions and directs telephone calls and visitors. The Customer Service Representative performs specific projects and miscellaneous support duties as needed or assigned.

Qualifications

• Must be at least 18 years old
• High school diploma or GED required
• Accurate and attentive to detail
• Able to get along well with coworkers
• Ability to maintain confidentiality in all situations
• Excellent verbal and written communication skills as well as professional telephone etiquette
• Well organized with good typing skills
• Strong proofreading skills
• Knowledge of Microsoft Office software products and strong ability to use and navigate the Internet
• Willing and able to assist coworkers with various tasks
  
  

Responsibilities

• Assists with monitoring and ensuring consistency and integrity of the Wire Transfer processing function as needed
• Assists with ensuring Wire Transfer processing problems are solved promptly, effectively, and consistently as needed
• Stays apprised of changes in rules and regulations pertaining to Wire Transfers
• Assists ACH Coordinator with processing of ACH origination files as needed by ensuring requests are fulfilled and files are transmitted accurately and by established deadlines
• Ensures ACH processing problems are solved promptly, effectively, and consistently
• Completes reversal files and ACH return items (both incoming and outgoing) as needed and ensures Written Statement of Unauthorized ACH forms are completed as needed
• Assists customers with basic questions regarding debit cards including, but not limited to, card activation, hot card, suspension, etc.
• Assists when needed with Deposit Review functions to ensure all deposits processed through the Fiserv Deposit Review system are reviewed and processed according to bank policy and procedures
• Assists with answering questions and resolving problems quickly and effectively relating to Retail and Business Mobile Deposit and ATM Deposit for customers
• Answers the telephone and fields or refers questions from customers, branch personnel, and management
• Assists customers with Retail Online Banking questions, requests, and problems promptly and courteously
• Serves as a backup for the verification of e-statement customer enrollment information and receives and makes corrections to e-statements that “bounce back”
• Places call to customers or sends correspondence when necessary in order to obtain necessary information
• Assists with nonposts, NSF, and return items when needed
• Verifies cash shipments and orders when processed
• Balances CD interest account weekly
• Verifies address changes upon completion and scans into LaserFiche when needed
• Sends outgoing collections for payment and handles incoming collections and remits payment when possible
• Maintains stop payment log, verifies that stop payment forms received are filled out and input into the bank’s core system correctly, and returns incomplete forms to appropriate branch to obtain signatures as needed
• Assists with fraud alerts relating to credit and debit cards by contacting the authorized customer and determining the necessary course of action to be taken
• Assists Wire Transfer Coordinator with daily Wire Transfer processing functions as needed and ensures requests are fulfilled and Wire Transfers are transmitted accurately and by established deadlines, both domestic and foreign
• Assists with Debit/ATM card maintenance verification and 360 View responses
• Assists with various debit/credit card functions such as processing rush card orders, activating debit and credit cards, and ordering/assigning PIN codes and card reissues, and ensures security in all phases of processing
• Helps other area personnel as required
• Keeps management informed of area activities and any significant problems or concerns
  
  

Company Description

D.L. Evans Bank is a community bank and has been since 1904. For many years, we have provided premier banking services to the residents of Southern Idaho and Northern Utah while fostering a working environment for our employees dedicated to teamwork and excellent customer service. If you are a dynamic and customer-driven individual, whether an experienced banker or just beginning your career, we encourage you to continue with this applicant friendly, online job application!

D.L. Evans Bank is an Equal Opportunity Employer (EOE/AA/W/M/Vets/Disabled). VEVRAA Federal Contractor.

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• FSA
• 401(k)
• Employee Stock Ownership Plan
• Paid Vacation
• Sick Time
• Life Insurance
• Long-term Disability Insurance