Online Customer Service Representative Job Summary: **
An Online Customer Service Rep is responsible for guiding Online users through the Online Banking application. This involves trouble shooting errors, educating users on the services available. In addition the Online Customer Service Rep will answer questions relating any other bank related inquiry or requests. They are also responsible for identifying suspicious activity and failed processes. Agents solicit sales of new or additional services. Maintain confidentiality of bank records and documents. Duties as assigned. Be able to adapt easily to a changing work environment. Agents are assigned productivity and service quality goals

Job Description:**

ESSENTIAL JOB FUNCTIONS**

The statements on this job description are intended to describe the general nature of level of work being performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required by all incumbents.__

• Process no less than 9 customer inquiries per staffed hour utilizing bank resources

• Participates on corporate projects as assigned

• Direct callers on the proper navigation of the Online Banking application and services

• Deliver assignments as requested

• Delivers World Class service by earning 95% or better on QA scores

• Modify core information up date Online to insure the integrity of bank data

• Organizes the day to work the number of hours per day as determined by management

• Respond to customer requests such as order checks, debit cards, initiate refunds, stop payments, increase limits on debit cards, suppress fraud detection

• Provide one call resolution-do not transfer the caller

• Solve customer complaints and unmet expectations

• Solicit sales of new or additional services

• Initiate ACH disputes by filing them on behalf of callers

• Identify suspicious activity and takes appropriate steps to protect the customer and the bank

• Educated on the proper use of standard office equipment including copiers, printers, faxes

• Collaborate with other departments to insure customer needs are met

• Maintain confidentiality of bank records and documents

SKILLS**

• Active listening/learning

• Critical thinking

• Instructing

• Judgement and decision making

• Time management

• Service orientation

• Speaking/writing and reading comprehension

• Social perceptiveness

Job Type: Full-time

Pay: From $14.25 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• In-person

Work Location: In person