CLIENT SERVICES REPRESENTATIVE

Highland Bank•Maple Grove, MN

About The Position

SUMMARY: The Support Services Representative performs the customer support function to assist both internal and external customers with general banking, digital banking, and/or technical support type of inquiries. This position will be required to perform a variety of tasks that requires to hold expert knowledge in areas of banking operations, policies, procedures, and regulations. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following, other duties may be assigned. Customer Support 1. Answers incoming calls, respond timely to emails, voicemails, online chats, and customer service tickets for internal and external customers. 2. Researches, identifies, and resolves internal and external retail and/or commercial customer requests using all available resources. 3. Routes calls to appropriate resources. 4. Upholds customer security in accordance with established procedures and guidelines. 5. Recognizes, documents, and alerts management of trends in customer calls. 6. Ensures and provides quality service to both internal and external customers by following procedures, identifying alternative solutions, or escalating to IT or outside vendors, if needed. 7. Upsells products and services to retail and commercial customers. 8. Promptly provides solutions to meet the needs and address concerns, following up with customer to ensure resolutions. 9. Advocates for the Bank’s customers and assists them in identifying various fraud type situations, such as online banking/mobile banking scams, account takeovers situations, identifying elder abuse, bill pay fraud, ATM/debit card fraud, wire fraud, check fraud, mobile deposit fraud, etc. 10. Identifies and escalates issues to management. Technical Services Help Desk Support 1. Provides technical support to retail and commercial customers as it relates to digital access for products, including but not limited to, digital banking, mobile banking, mobile deposit, bill payment, remote deposit, positive pay, wires, Automated Clearing House (ACH), merchant processing, lockbox etc. 2. Becomes a subject matter expert on all digital banking tools used by customers. 3. Provides assistance answering questions on functionality and any new functionality, when there are updates. Other Duties 1. Handles the courier bags daily, including sorting and delivering all mail and filing the checks and deposits in trays for retention. 2. Assists in the review of mobile and ATM deposits for proper endorsements, legitimacy, accuracy, etc. 3. Reviews large dollar checks over $25,000 for signature, endorsement, and encoding. 4. Completes secondary review of debit card maintenance and debit card orders, as needed. 5. Supports with Critical File Maintenance Review. 6. Assists with Mobile Deposit enrollment approvals. 7. Updates procedures for all areas listed above or as needed. 8. Required to learn other tasks within the department to aid supportively and positively in the absence of a team member. 9. Potential to train peers on various job-related tasks, including but not limited to, mail processing, incoming emails from customers, mobile deposit review, etc. 10. Active participant during project implementation/deployment to include, but not limited to, new and existing technology, system upgrades, new products, and new services, while ensuring the Bank’s compliance with laws, regulations, and rules governing banking as well as the Bank’s internal policies. 11. Responsible for compliance with The Anti-Money Laundering/Bank Secrecy Act (AML/BSA), OFAC, Customer Information Policy (CIP) and Identity Theft Program to ensure ongoing risk assessment analysis as well as monitoring and reporting suspicious activity. The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Requirements

Detail-oriented and able to handle multiple tasks at one time and meet deadlines.
Demonstrated knowledge and experience with online banking tools, ability to solve client issues related to both product features and technology used by customers.
Assertive, self-confident, self-motivated, and has the ability to work independently with little direction and supervision.
Demonstrated ability to effectively cope with accelerating change, learn rapidly, adapt quickly to changing situations, and respond promptly to changes and opportunities.
Strong customer service and interpersonal skills.
Ability to handle stressful situations appropriately.
Strong work ethic with a focus on quality and responsiveness, flexible personality, and team player.
Demonstrated ability to make effective use of information available and organize resources to meet goals.
Strong verbal and written communication skills, including telephone techniques.
A thorough knowledge of bank operations, products and services, and regulatory and statutory requirements.
Demonstrated personal computer skills, knowledge of various systems (i.e., Excel, Word, Outlook, etc.).
Must maintain a high level of knowledge and regulatory banking compliance in order to properly perform the duties of this position.
Minimum of two years’ experience within the front line or backroom banking operations, technology, finance environment.

Nice To Haves

AA or BA degree preferred in Business Administration, Technology, Finance, Banking or related field.

Responsibilities

Answers incoming calls, respond timely to emails, voicemails, online chats, and customer service tickets for internal and external customers.
Researches, identifies, and resolves internal and external retail and/or commercial customer requests using all available resources.
Routes calls to appropriate resources.
Upholds customer security in accordance with established procedures and guidelines.
Recognizes, documents, and alerts management of trends in customer calls.
Ensures and provides quality service to both internal and external customers by following procedures, identifying alternative solutions, or escalating to IT or outside vendors, if needed.
Upsells products and services to retail and commercial customers.
Promptly provides solutions to meet the needs and address concerns, following up with customer to ensure resolutions.
Advocates for the Bank’s customers and assists them in identifying various fraud type situations, such as online banking/mobile banking scams, account takeovers situations, identifying elder abuse, bill pay fraud, ATM/debit card fraud, wire fraud, check fraud, mobile deposit fraud, etc.
Identifies and escalates issues to management.
Provides technical support to retail and commercial customers as it relates to digital access for products, including but not limited to, digital banking, mobile banking, mobile deposit, bill payment, remote deposit, positive pay, wires, Automated Clearing House (ACH), merchant processing, lockbox etc.
Becomes a subject matter expert on all digital banking tools used by customers.
Provides assistance answering questions on functionality and any new functionality, when there are updates.
Handles the courier bags daily, including sorting and delivering all mail and filing the checks and deposits in trays for retention.
Assists in the review of mobile and ATM deposits for proper endorsements, legitimacy, accuracy, etc.
Reviews large dollar checks over $25,000 for signature, endorsement, and encoding.
Completes secondary review of debit card maintenance and debit card orders, as needed.
Supports with Critical File Maintenance Review.
Assists with Mobile Deposit enrollment approvals.
Updates procedures for all areas listed above or as needed.
Required to learn other tasks within the department to aid supportively and positively in the absence of a team member.
Potential to train peers on various job-related tasks, including but not limited to, mail processing, incoming emails from customers, mobile deposit review, etc.
Active participant during project implementation/deployment to include, but not limited to, new and existing technology, system upgrades, new products, and new services, while ensuring the Bank’s compliance with laws, regulations, and rules governing banking as well as the Bank’s internal policies.
Responsible for compliance with The Anti-Money Laundering/Bank Secrecy Act (AML/BSA), OFAC, Customer Information Policy (CIP) and Identity Theft Program to ensure ongoing risk assessment analysis as well as monitoring and reporting suspicious activity.

Benefits

Health Insurance
Dental Insurance
Vision Insurance
Life Insurance
Dependent Life Package
Accidental Death and Dismemberment Insurance (AD&D)
Salary Continuation
Long-Term Disability
Voluntary Life Insurance for Employee, Spouse, and Child(ren)
Voluntary Accidental Death and Dismemberment Insurance (AD&D) for Employee, Spouse, and Child(ren)
Health Savings Account
Flexible Spending Accounts
401(k) with 4% employer match
21 Days of PTO, accrued per pay period
Employee Incentive Program