What are the responsibilities and job description for the Digital Banking Center Representative position at United Fidelity Bank?
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We're committed to bringing passion and customer focus to the business.
Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.
The Digital Banking Center Representative position is a key operational role that manages customer relationships obtained through online account opening; providing friendly and efficient services to UFB Digital Banking customers. The incumbent will be responsible for managing and effectively answering inquiries related to online account opening, reviewing online account applications, monitor account relationships, and resolving problems by researching and troubleshooting issues via telephone, internet, or written correspondence. This position will also support other operational departments, such as the Call Center, in other facets during downtime.
Essential Job Functions include, but are not limited to:
- Monitor, review and process online account opening applications for consumer and business deposit accounts.
- Provide exceptional phone service, email, chat and web correspondence to internet customers by responding efficiently and accurately, explaining possible solutions, and ensuring that customers feel supported and valued.
- Follow up with customers/applicants when necessary.
- Provide customer assistance/troubleshoot for Retail Online Banking, Mobile Banking, Debit Cards, and other electronic banking areas for Digital Banking Customers.
- Seize opportunities to forward customers to branch staff when the opportunities to upsell products arise.
- Monitor transaction exceptions (i.e. NSF), evaluate account activities, and consider risks associated with Internet-established customer relationships.
- Follow standard operating procedures.
- Perform duties related to the Bank Secrecy Act under the guidance of the BSA Officer.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. In accordance with the Americans with Disabilities Act, Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
Skills and Abilities Required to Perform Essential Job Functions:
- Excellent interpersonal skills – always interacting professionally with callers, associates, executives & senior leaders.
- Outstanding written and verbal communication abilities.
- Must demonstrate strong analytical and problem-solving attributes.
- Advanced organization and time management skills.
- Proficiency in Microsoft Office Suite of products.
- Ability to work under high pressure, within short deadlines, while making sound judgement decisions.
- Possess a high degree of integrity when dealing with sensitive information.
- Energetic team player.
Education, Experience and Qualifications:
- High School Graduate or General Education Degree (GED) required.
- Banking experience preferred.
- 2-3 years of customer service or bank operations experience required.
- 2-3 years of call center experience is a plus.
Physical Requirements of Essential Job Functions:
The associate is frequently required to sit and/or stand, communicate, reach and manipulate objects, tools or controls that are typical of an office/bank environment. Lifting items weighting up to 10 pounds on a consistent basis. Manual dexterity and coordination are required over 80% of the work period while operating equipment such as computers, phones, calculators, etc.
Working Conditions:
- Typical office working environment.
- Typical desk job.
- Extended viewing of computer screens.
- Donning microphone headsets to manage customer calls.
- Periodic travel between locations may be required.
- Typically, 8:00am – 5:00pm CST, Monday – Friday.
- Must be able to work over-time and Saturdays if needed.
The above statements are intended to describe the general nature and level of work performed by associates assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the associate classified as such. Duties and responsibilities may be added or changed as deemed appropriate by management at any time therefore, they could differ from those outlined above.
United Fidelity Bank is proud to be an Equal Opportunity/Affirmative Action employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with disability, sexual orientation, gender identity or any other characteristic protected by law.