Electronic Banking Customer Support Specialist

Description

Full Time

No Remote Opportunities, 100% Onsite

Summary

Provides excellent customer support and troubleshooting for the Retail and Business Online Banking products and services, including Cash Management Services.

Essential Functions

1. Provide support to Retail and Business Online Banking customers, by answering incoming phone calls, responding and addressing incoming eBanking emails.
2. Provides support and training to online and mobile customers via phone, email and/or remote sessions, including password resets, completing setup documentation, troubleshooting problems, and resolution of complaints.
3. Provides support to branches and internal departments for Retail and Business Online Banking products and services, including Cash Management Services.
4. Provide support for all Cash Management Officers relating to Cash Management products and services.
5. Works with customers to determine product needs through email and/or phone calls.
6. Works with vendors to troubleshoot and resolve technical issues.
7. Assumes additional responsibilities as required.

Requirements

• High school diploma or GED
• 2 years banking experience in customer service or related areas preferred.
• Excellent verbal and written communication skills a must.
• Demonstrated professionalism and ability to provide excellent customer service for customers and bank staff
• Solid computer skills.
• 2 years working on relevant bank systems, and a background with online banking very helpful.
• Solid problem solving, organizational and multi-tasking skills.

Other Skills

• Ability to work in a small close knit team environment
• Excellent customer service
• Follows direction
• Basic problem-solving skills
• Strong communication skills
• Team player
• Change ready
• Works well with others

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers, filing cabinets and fax machines.

Travel

This position supports 16 branches across a four-county network. Occasional travel between offices may be required.

Position Schedule

This is a full-time in office position. Days and hours of work are generally Monday through Friday. There will be occasions which may require extended time or after-hours commitment.

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, typing or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.