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Customer Support/Digital Services Specialist
2 months ago
POSITION SUMMARY:
Provide excellent customer service to all those you come into contact with via phone system and in person with primary focus being customer centricity. Support daily functions of the Deposit and Digital Services areas.
ESSENTIAL FUNCTIONS
Administer Central Phone system.
Answer incoming calls, greeting callers in a warm, professional manner.
Assist callers in identifying needs, establishes reason for the call and then routes call as necessary to appropriate person who can assist the caller.
Use information obtained from a variety of sources to field questions from callers regarding departments, phone numbers, operational hours, etc.
Meet callers needs and resolve issues by dispensing information rather than transferring the call when incoming call load allows.
Log calls as needed.
Evaluate common phone practice/procedure and adjust as needed when new technology is installed.
Deposit Operations
Check item review including merchant and mobile deposits.
Address Change and returned mail monitoring and maintenance.
Process outgoing mail
GL Description maintenance
Review monthly closed accounts.
Asset verification
File and track monthly statements on hold mail.
Wire Verifications
Review of scanned work.
Digital Services Support
Daily balancing of card services platforms
Input new Card records into the appropriate system.
Order new and replacement Cards.
Express Loan Payment processing via credit card.
Perform routine maintenance to card records on computer-based system which includes:
Address/name changes; limit increases/decreases; Flag cards as lost/stolen.
Notify customers of potentially fraudulent transactions detected through the system.
Research and initiate "Reg E" disputes when appropriate, including the completion of all necessary documents and affidavits.
Maintain files for all card applications and maintenance requests.
Input new Account records into the Online Banking Portal
Perform routine maintenance for Online Banking Accounts
Train customers to use the Online Banking, Mobile Banking and Cash Management features.
OTHER DUTIES
Merchant balancing report.
Other duties and responsibilities that uphold the mission, vision, and values of Wayne Bank.
KNOWLEDGE, SKILLS AND ABILITIES
Demonstrated strong verbal and interpersonal skills.
Self-motivated - highly self-motivated and directed, proven ability to take a given task and work independently.
Teamwork - Balances team and individual responsibilities, gives and welcomes feedback, contributes to building a positive team.
Effective and responsive telephone etiquette using excellent communication skills with customers and employees.
Tact and diplomacy in dealing with both customers and employees.
Strong organizational skills with an attention to detail while multi-tasking
Highly proficient computer skills
Knowledge of bank regulations
Knowledge of Bank's products and services
Problem solving skills while working in a high-pressure environment.
EDUCATION AND EXPERIENCE
High school diploma or equivalent. Some post-secondary education preferred.
2+ years banking experience.
2+ years customer service experience
Experience working in a team-oriented, collaborative environment.
PHYSICAL DEMANDS/WORK ENVIRONMENT REQUIREMENTS
The
physical demands and work environment
of this position are typical of an interior/office work environment with limited physical effort required and no or very limited exposure to physical risk.
Sufficient
clarity of speech and hearing
or other communication capabilities, with or without reasonable accommodation, which permits the employee to communicate effectively.
Sufficient
vision or other powers of observations , with or without reasonable accommodation, which permits close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
Sufficient
manual dexterity
with or without reasonable accommodation, which permits the employee to operate a personal computer and related office equipment.
Sufficient
personal mobility and physical reflexes , with or without reasonable accommodation, which permits the employee to function in the context of the position to include but not be limited to: lifting and carrying up to 20 pounds, moving, stooping, bending, reaching, pushing, pulling; repetitive motion; prolonged standing and/or sitting; and the capability to travel independently.
Environmental conditions
include those risks normally associated with the context of an office environment and exposure to weather conditions when/if traveling on business and/or attending outdoor community events. The office noise level is usually minimal.
EQUAL EMPLOYMENT OPPORTUNITY
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