Customer Service

Summary: Provides exceptional customer service while serving as a primary support resource for:

• Electronic Banking, Debit Card Services, Bill Payment Systems, and Fraud Prevention activities.
• Assist customers and employees with online banking, mobile banking, debit card administration, transaction research, electronic payment services, and related customer service functions.
• Ensures the accuracy of debit card maintenance, supports fraud detection and prevention efforts, and acts as a liaison between customers, branches, Treasury Services, Payments, and other bank departments.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assist customers in the online banking enrollment process, help customers with questions and issues regarding Online Banking and Bill Payment
• Assist customers with mobile app questions and concerns
• Greet customers warmly and ascertain problem or reason for calling.
• Effectively manage large amounts of incoming calls.
• Assist customers with routine account related requests such as: funds transfers, stop payments, inquiries about bank products and service charges, loan payments, and inquiries about checking and savings account transactions.
• Monitor the banks email address, resolve concerns, or forward to branch when necessary
• Research and resolve customer problems, acting and the customer liaison between other bank departments as necessary
• Back up debit card department as needed

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Customers Service: Manages difficult or emotional customer situations, responds promptly to customers’ needs, responds to requests for service and assistance with regards to:
  1. Online Banking
  2. Bill Pay
  3. Zelle
  4. Debit Cards
  5. Fraud Prevention & Online Account take overs
• Interpersonal Skills: Focuses on solving conflict. Maintains confidentiality
• Oral Communication: Speaks clearly and persuasively in positive or negative situations, responds well to questions
• Ethics: treats people with respect, keeps commitments
• Organizational Support: follows policies and procedures, supports organization's goals and values
• Attendance/Punctuality is consistently at work and on time
• Dependability: follows instructions, responds to managements directions, takes responsibility for own actions

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience: High school diploma or general education degree (GED); one to three years related experience and/or training.

Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand. The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.