Community Banker, Interactive Services

Bank of Oak Ridge•Oak Ridge, NC

About The Position

The Community Banker, Interactive Services provides prompt, accurate, and courteous service to clients and bank employees through inbound telephone calls, online chat, website inquiries, client contact forms, and other approved communication channels. The role assists with inquiries and requests involving debit and credit cards, account transactions, online and mobile banking, and opening new deposit accounts through online channels. It also processes teller transactions through the Bank’s interactive teller channel, including check cashing, deposits, fund transfers, and withdrawals. The Community Banker authenticates clients and processes requests in accordance with Bank procedures, transaction limits, privacy requirements, and fraud-prevention controls. The role documents interactions, service requests, unresolved issues, and follow-up actions in approved systems, and escalates complex, unusual, or unresolved matters to the Interactive Services Team Leader or other defined escalation points. The position builds positive client relationships through responsive, accurate, and professional service; identifies client needs and explains appropriate products and service options within established guidelines; and makes timely referrals to branch, lending, treasury management, insurance, or other Bank personnel as needed. It follows applicable banking laws, regulations, Bank policies, and procedures, including requirements related to client authentication, information security, privacy, fraud escalation, transaction limits, and dual control. The schedule includes rotating weekly shifts between 7:45 a.m. and 6:15 p.m. and rotating Saturday shifts from 8:45 a.m. to 1:15 p.m.

Requirements

High school diploma or equivalent.
At least two years of customer service experience relevant to the job.
Excellent written and verbal communication skills.
Comfort communicating with clients primarily over the phone or video.
Proficiency in Microsoft Office Suite, including Word, Excel, Outlook, and Teams.
Detail-oriented, with the ability to work in a fast-paced environment and manage multiple priorities.
Team player with a positive, professional attitude.
Flexible schedule availability for rotating shifts and Saturdays.

Nice To Haves

Two years of financial services industry experience preferred.

Responsibilities

Provide prompt, accurate, and courteous service through telephone, online chat, website inquiries, client contact forms, and other approved channels.
Assist with inquiries and requests regarding debit and credit cards, account transactions, online and mobile banking, and online deposit-account openings.
Process interactive teller transactions, including check cashing, deposits, fund transfers, and withdrawals.
Authenticate clients and process requests according to Bank procedures, transaction limits, privacy requirements, and fraud-prevention controls.
Document client interactions, service requests, unresolved issues, and follow-up actions in approved systems.
Escalate complex, unusual, or unresolved matters to the Interactive Services Team Leader or other defined escalation points.
Build positive client relationships by providing responsive, accurate, and professional service.
Refer clients to branch, lending, treasury management, insurance, or other Bank personnel when their needs require additional expertise.
Identify client needs and explain appropriate Bank products and service options within established guidelines.
Comply with Bank Secrecy Act, Anti-Money Laundering, Customer Identification Program, Office of Foreign Assets Control, consumer-protection, and Bank policy requirements.
Follow client-authentication, information-security, privacy, fraud-escalation, transaction-limit, and dual-control procedures.
Promptly report suspected fraud, unusual activity, client complaints, processing errors, and system issues through established escalation channels.
Work rotating weekly shifts between 7:45 a.m. and 6:15 p.m. and rotating Saturday shifts from 8:45 a.m. to 1:15 p.m.