Department:
Digital & Payments Department
Reports To:
Contact Center Coordinator
Supervises:
None
Summary:
Primary focus is on managing customer contact and support.
Participates in the day-to-day operations of the Digital & Payments Department.
May act as a back-up for Reg E disputes, Online Account Opening, and Digital Product Enrollments.
Major Duties & Responsibilities:
Manage large volumes of inbound calls in a timely and professional manner
Strong focus on identifying customer needs, clarifying information, and issue resolution
Act as an ambassador of our digital products
Quickly identify needs to route customers to appropriate resources
Communicate with customers through multiple channels: phone, mail, email, OLB platforms, text, chat, etc.
Provides customer support and employee training and participate in the development of the digital product family
Online Banking, Mobile Banking and Deposit, eDelivery, Bill Pay, External Transfers, Person to Person, Personal Finance, Online Account Opening, etc.
Being Knowledgeable on ACH, Wire, Remote Deposit Capture
Debit/ATM Cards, including SecurLock and Mobile Wallet
ATMs/ATM Settlement/Investigations/Reporting
Telephone Banking
Monitor customer enrollment into OLB products.
Review fraud suspect items and contact customers to determine whether legitimate
Gives demonstrations of products to customers as needed
Other duties could include processing of Reg E disputes; preparation of various reports related to fraud, product usage volumes, etc.
Education & Experience:
Excellent communication skills, including verbal, phone, written, listening, and people/soft-skills
Ability to move appropriately and quickly between variety of communication channels including phone, chat, text.
Strong comfort level with technology and digital banking products
Professionalism
Ability to multi-task
High attention to detail
Strong investigative and problem-solving skills
Basic understanding of Regulation E, BSA, and NACHA Rules
High school diploma
LAST UPDATED: 08-31-2023
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