What are the responsibilities and job description for the eBanking position at HOMETOWN BANK NA?
JOB DESCRIPTION: eBanking CSR
Summary/Objective
We seek an enthusiastic individual who can provide excellent customer service for inbound calls and in-person interactions regarding products, services, and inquiries about our electronic products. This person will assist customers in understanding how to use our products and provide technical troubleshooting. Building sustainable relationship through positive and open communications is essential for this role.
Essential Functions
- Provide excellent customer service and answer client questions within established standards.
- Identify and meet customer needs by providing advice, guidance, and education to customers on the full range of bank products and services.
- Utilize inbound and outbound telephone techniques to strengthen and develop client relationships.
- Troubleshoots client’s electronic and mobile banking technical issues.
- Promptly identify and resolve problems using critical thinking skills.
- Submit proper and accurate documentation to address client needs.
- Follow up on customer inquiries, requests, or complaints.
- Operate multiple systems and applications simultaneously.
- Maintain a patient and positive attitude in all interactions.
- Provide insight for the continuous improvement of internal systems and services.
- Responsible for ensuring Code of Ethics/ Reg E is being followed.
- Responsible for reporting any Code of Ethics/ Internal fraud violations.
- Follow all bank policies and procedures.
- Performs other duties as assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Competencies
- Excellent Customer Service.
- Decision Making.
- Technical Capacity.
- Stress Management/Composure.
- Strong Organizational Skills
- Effective Communication Skills
Supervisory Responsibility: This position has no supervisory responsibilities.
Classification: Non-exempt
Work Environment: This job operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, fax machines, calculators, and scanners.
Physical Demands: This position requires manual dexterity and the ability to lift files and open filing cabinets. This position requires bending, stooping or standing as necessary.
Position Type/Expected Hours of Work: This is a full-time position. Typical days and hours of work are Monday through Thursday, 8:30 a.m. to 5 p.m., Fridays until 6:00 p.m., and Saturday rotations 8:30 a.m. to noon.
Travel: No travel is normally expected for this position. However, temporary placement at other locations may occur due to vacation, illness, or staff shortage.
Education and Experience
- High school diploma or equivalent.
- Strong customer service skills
- Proficient Computer skills
Other Duties
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.
EOE/AA Disability/Veteran