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Virtual Banking Support Specialist
2 months ago
Time Type:
Full time
Department:
1140 Call Center
Job Summary:
The Virtual Banking Support Specialist is responsible for assisting online users with the Online Banking application. This role includes troubleshooting errors, educating users about available services, and addressing any bank-related inquiries or requests. Additionally, the specialist will identify suspicious activities and failed processes, while also promoting new or additional services. Confidentiality of bank records and documents is paramount. Adaptability to a changing work environment is essential, and agents will have productivity and service quality goals to meet. This position is on-site at IBC.
Essential Job Functions:
The following statements describe the general nature and level of work performed by incumbents. They are not an exhaustive list of all responsibilities, duties, and skills required.
- Provide service and support for online inquiries.
- Process customer inquiries using bank resources.
- Assist with one-call resolutions.
- Refer new or additional services as necessary.
- Analyze suspicious activities and take appropriate actions to protect customers and the bank.
- Review customer requests and submit necessary documentation to fulfill them.
- Maintain confidentiality of bank records and documents.
- Meet quality and performance standards.
- Utilize technical skills to troubleshoot online issues.
- Process online disputes.
- Participate in on-the-job training as assigned.
- Perform other duties as assigned.
- Strong oral and written communication skills.
- Critical thinking abilities.
- Empathy and adaptability.
- Excellent customer service skills.
- Flexibility in work schedule.
- Familiarity with various mobile operating systems, such as Android and iOS.
- Proficiency with different search engines and internet browsers.
- Willingness to work in a 100% phone-based customer interaction environment, preferably with prior customer service experience.
- Bilingual in English and Spanish.
- High School diploma or GED.
- At least 1 year of experience in a customer service or technical help desk environment, preferably by phone.
