CIA Senior

We are seeking a highly skilled and experienced CIA Senior to join our team at Citizens National Bank of Bossier City. As a CIA Senior, you will be responsible for providing exceptional customer service and technical support to internal and external customers.

• Consistently provide excellent customer service and technical support to internal and external customers.
• Respond to client requests in a timely manner and ensure follow-up is completed in accordance with established departmental guidelines.
• Provide daily support to commercial customers who use Account Analysis, Business Online Banking, ACH, Remote Deposit Capture, Positive Pay as well as Retail Banking customers.
• Provide accurate and efficient servicing of all Treasury Digital Banking products to ensure all new product implementations, internal and external questions, are handled timely.
• May perform annual review of RDC and ACH clients.
• May engage and assist with online account opening.
• Complete call logs.
• Build long lasting customer relationships.
• Identify and escalate calls to supervisor when needed.
• Follow policy and procedures.
• Willingness to work extended hours if needed.
• Participate in educational opportunities.
• Some supervisory responsibility.

• High school diploma or equivalent.
• Banking experience preferred.
• Previous experience in a Quality Assurance role or leadership role preferred.
• Two years recent experience in a call center - experience must be shown on resume.
• Excellent Customer Service skills - experience should be listed on resume.
• Proficient with necessary technology, including computers, standard software applications and phone systems with the ability to navigate multiple systems quickly.
• Ability to manage multiple tasks at one time and perform well under pressure.
• Ability to respond effectively and in a timely manner to internal and external client requests.
• Ability to communicate effectively both verbally and in writing with internal and external clients.
• Ability to demonstrate effective time management.
• Ability to maintain confidentiality.
• Ability to troubleshoot complex issues.

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.

Employee is required to maintain a valid driver's license and provide own reliable transportation. This position requires travel within a 100 mile radius.