What are the responsibilities and job description for the Digital Support Specialist position at MCBANK?
A Digital Support Specialist takes calls from customers answering questions or addressing any concerns they may have. Their duties include handling many inbound and outbound calls to and from customers, listening to customer needs or issues and providing helpful solution to their problems. This position is located in Bayou Vista, LA.
Specific Job Functions:
- Assist MCBANK customers and employees with all electronic banking services; including but not limited to internet banking, bill pay, internet transfers, ACH Origination and verify ACH transfers.
- Assist MCBANK customers and employees with all mobile banking services; including but not limited to mobile banking, bill pay, mobile transfers, P2P Payments and mobile capture.
- Take customer calls and provide accurate, satisfactory answers to their queries and concerns.
- De-escalate situations involving dissatisfied customers, offering patient assistance and support.
- Guide callers through troubleshooting, navigating the company site or using the products and services.
- Communicate with vendors as needed to resolve issues.
- Maintain logs as needed for the proper documentation of the department.
- Assist in all functions related to debit cards including maintenance, issuance, and customer service requests.
- Assist in fraud detection and prevention with all electronic services including debit cards.
- Assist in the implementation of future electronic services.
- Manage all faxes for the bank using eFax.
- Manage and process merchant capture.
- Prepare, organize and image various documents. Assure scanned copies of the documents are legible and indexed currently.
- Any additional duties deemed necessary by MCBANK.
Job Requirements:
- High school diploma or equivalent is required.
- Banking experience preferred but not required.
Additional skills:
- Strong communication, both written and verbal
- Great active listening skills
- Exceptional interpersonal and rapport building skills
- A patient and empathetic attitude
- Strong time management and organizational skills
- Adaptability and flexibility
- Comfortable working in fast-paced environments
- Troubleshooting skills, either basic or advanced, depending on the role and industry
- Computer literacy
- Phone skills, including familiarity with complex or multi-line phone systems
- In-depth knowledge of a company’s products and/or services
- Expertise in the customer service area they focus in, such as accounts, sales, technical support or another area.
*Please note this job description is not designed to cover or contain a comprehensive listing of all 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.
MCBANK is an Equal Opportunity / Affirmative Action employer, committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. All hiring decisions are based on qualifications, merit, and business needs.