SUMMARY

Is responsible for the electronic delivery systems (including but not limited to video, phone, live chat, email), of the Bank’s products and services to external and internal customers and consumers. Fulfills a multitude of customer service requests (including but not limited to processing financial transactions, account maintenance, password resets, resolving customer concerns) accurately, efficiently and effectively in accordance with the Bank’s policies and standard operating procedures.

ESSENTIAL DUTIES AND RESPONSIBILITES include the following. Other duties may be assigned.

• Responsible for knowledge and expertise in utilizing customer interface technology, electronic delivery systems and numerous software applications used by the Bank.
• Assists/Advises customers by electronic delivery systems with transactions.
• Assists/Advises consumers/customers by electronic delivery systems with new account services (including additions or changes in customer accounts).  
• Proactively cross sells via electronic delivery systems by identifying sales opportunities and follows referral procedures.
• Responds to customer/consumer inquiries via electronic delivery systems for information and helps to resolve customer/consumer questions/ issues/complaints in a courteous, timely manner. Monitors and works within a team environment to ensure call queue is handled within established departmental standards.
• Projects a positive and highly professional image of the Bank by providing high quality customer service.
• Completes customer research requests.
• Reviews electronic banking reports and processes as applicable.
• Maintains pending online account opening applications.
• Keeps current on changes in technology, electronic and alternative delivery methods.
• Achieves established goals, both individual and departmental.
• Appropriately uses supervisory authority in support of certain product transactions.
• Distributes written and oral instructions and/or memo.
• Studies and standardizes procedures to improve efficiency.
• Protects the confidentiality of all financial data relating to bank operations and its customers. 
• Processes check orders.
• Available to work flexible hours 7AM-7PM, including Saturday 7AM-2PM.
• Other duties, both related and unrelated to the above, may be assigned and, therefore, required.
• Adheres to the CARE model when assisting clients.

SECONDARY DUTIES

• Assists as needed in departmental requests.
• Attends internal/external seminars and training as related to job duties (may occur after normal work hours).

SUPERVISORY RESPONSIBILITIES

Not applicable

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 GED required, Associates’ Degree or equivalent from two-year college or technical school; or one of year related experience and/or training; or equivalent combination of education and experience. Strong verbal/written communication and organizational skills is a must. Experience with electronic delivery systems including Internet Banking, Mobile Banking/Mobile Deposit, eStatements, Bill Pay, etc. is preferred. Bank teller/Customer call center experience is required.

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence using Word or word processor program. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, rates, percentages, and apply basic arithmetic and mathematics to help resolve problem situations.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

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 and talk or hear. The employee is occasionally required to stand; walk; use sufficient hand, arm and finger dexterity or feel objects, tools or controls. The employee must occasionally lift and/or move up to 10 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 moderate.

Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the customer.