Business Support Representative

SUMMARY:

The Business Support Representative position is responsible for assisting external and internal customers by delivering a seamless experience to the customer regardless of product, application or service. The Business Support Representative will maintain a general product knowledge, particularly with regards to Business Online Banking, Remote Deposit Capture, Wire transfer, ACH and Business Bill Pay. They will provide service to resolve questions/issues accurately, timely and in a thorough manner. This position will utilize knowledge of products, features, core data systems and web-based applications to provide information and remedy customer service issues. Performs daily activities in compliance with all established policies and procedures and performs routine operational duties as directed by the Business Support Manager.

ESSENTIAL FUNCTIONS:

• Serve as a point of contact for business customers seeking assistance over the phone and email.

• Serve as a resource and internal point of contact to frontline staff seeking knowledge and for questions relating on Business Online Banking.

• Perform troubleshooting via phone/email/webinar until a successful resolution is obtained.

• Escalate issues; including upgrading from email to voice conversation to gain efficiency and expedite resolution.

• Respond to inquiries via multiple channels regarding accounts, banking products, services etc.

• Answer Small Business/Commercial/Treasury customer inquiries including, but not limited to: account balances; general loan inquiries; stop payment; research; account maintenance requests; fee/charge refunds.

• Assists customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit; Remote Deposit Capture; Positive Pay; ACH; Business Bill Pay; e-Statements; external transfers; and overall troubleshooting.

• Provide technical assistance to clients with payments files being imported for ACH, Wire and positive pay

• Assists customers with Telephone Banking inquiries including, but not limited to: password resets; basic system training; and basic troubleshooting.

• Work with next-level support to resolve business services issues when necessary

• Collaborates with Commercial and Treasury relationship managers to keep all parties involved and engaged in support

• Work closely with Treasury Services team for troubleshooting commercial customer questions and concerns.

• Keeps management informed of any potential loss or fraud type situations.

• Returns customer phone messages from after hours.

• Educate customers on proper use of service(s).

• Recognize cross-selling opportunities through customer profiles and account detail information.

• Process and complete Business Online Banking requests.

• Respond to clients that are over their Remote Deposit or ACH Limits, as needed.

• Verify transactions held by in-house online risk detection program (RFA) used to detect possible transaction fraud via the internet channel.

• Ensure timely completion of tasks.

• Ability to work within multiple platforms.

• Attend training as required.

• Contributes to the team effort by performing other job-related duties as assigned.

• Completes annual compliance courses.

• Abide by the policies and procedures approved by the Bank.

• Adheres to all levels of our Service Excellence Standards.

GENERAL QUALIFICATIONS:

Knowledge & Experience: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. Individual abilities may result in some deviation from these guidelines.

• Associates Degree in related field and 2-3 years of previous related experience and/or training OR an equivalent combination of education and work experience. Education experience, through in-house training-sessions, formal school or financial industry related curriculum, should be business or financial industry related. Work-related experience should consist of duties in a Banking environment understanding the full cycle of banking-customer impact as well as operational processes and compliance. Experience in other areas of a bank, especially in a branch environment, preferred.

• Knowledge of internal bank core systems (FIS Horizon, Q2), desired.

• Knowledge of Business Account Structure.

• Knowledge in Banking operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.

• Excellent organizational and time management skills – ability to work with minimal supervision.

• Must have good technical knowledge and be able to communicate efficiently to understand problems and explain their solution.

• Advanced skills in personal computer operation; word processing, spreadsheet and specialty software programs.

• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions.

• Additional preferred skills include customer service, product knowledge, quality focus, problem solving, documentation skills, listening, phone skills, conflict resolution, information analysis, and multi-tasking.

• To perform the job successfully, the incumbent should demonstrate the following competencies:

• Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs procedures as needed.

• Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

• Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.

• Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

• Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.

• Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Physical Demands/Work Environment: Vision, hearing, speech, dexterity, visual concentration. A valid driver’s license is required. Must have the ability to stand, walk, sit and use hands and fingers. Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled. The environment is a professional office with standard office equipment.

Cognitive Requirements: Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment. Must be able to pay close attention to detail and be able to work as a member of a team. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.