Communication Specialist

Communication Specialist
Platte Valley Companies 

JOB SUMMARY:
The Communications Specialist provides frontline support to customers and internal associates via the ticketing system, chat, and phone. This role contributes to the department’s daily operations, ensuring accurate, timely, and professional service while supporting team collaboration and process execution.

RESPONSIBILITIES:
ESSENTIAL FUNCTIONS:
a.    Respond to customer inquiries through the online banking chat feature and telephone, using active listening and a courteous, professional tone.
b.    Assist customers and associates in resolving issues using the ticketing system, escalating when appropriate.
c.    Navigate and utilize departmental platforms including Banno, GoTo Phone System, SmartPay, PayCenter Portal, and Yellow Hammer to complete assigned tasks.
d.    Support and backup departmental processes such as check ordering, change of address, statement & notice printing, return mail handling, and remote deposit review.
e.    Provide back-up support to other team members and functions within the department as needed.
f.    Maintain accuracy and attention to detail while managing multiple systems and tasks in a fast-paced environment.
g.    Contribute to departmental meetings, training sessions, and process improvement initiatives.
h.    Assist with maintaining process documentation by reporting inconsistencies or updates to the Lead or Manager.
i.    Other duties as assigned. 

REQUIREMENTS
Minimum Qualifications:
1.    High school diploma or equivalent.
2.    PC experience.
3.    Good problem solving skills.
4.    Must be able to work independently and follow documented procedures.
5.    Must be able to work within deadlines and increase pace with work flow.
6.    Must be capable of working with and maintaining the confidentiality of sensitive information.
7.    Must possess skills to work well with customers, supervisors and co-workers.
8.    Demonstrated aptitude to handle sensitive operational transactions and customer relationships.
9.    Professional appearance.
10.    Effective oral and written communication skills.
11.    General areas of competency: decision making, dependability, development, environmental safety, evaluation skills, interpersonal skills, prioritizing, problem solving, selling skills, team skills and time management.

Physical Requirements:
Medium Work - Exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Reaching, fingering, grasping, repetitive motions, stooping, crouching, standing, walking, lifting, climbing, kneeling, talking, hearing, pulling, pushing, thinking, concentrating and interacting with others.

You should be capable of performing in a reasonable manner, with or without reasonable accommodation, the activities involved in this job. A description of the activities involved in this job is listed above.

Machines Used:
Professional checks systems software, Windows, business computer, binding machine, cutting machine, printer, and calculator, copier, and phone system.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.