Bank Customer Service Representative (Online, Telephone and In-person)

First Century Bank•Hilton Head Island, SC

1d•Hybrid

About The Position

First Century Bank is seeking a full-time Customer Service Representative to join its team supporting the Hilton Head, South Carolina market. This hybrid position combines in-office and remote work, with approximately half of the workweek spent at the branch and the remaining time working from home. The Customer Service Representative will be responsible for providing exceptional banking support to clients in person, over the telephone, and online.

Requirements

High School Diploma or GED
2 or more years of related experience and/or training
Equivalent combination of education and experience
Exceptional written and verbal communication experience

Nice To Haves

Must be flexible with ability to adapt to change and competing priorities.

Responsibilities

Answer HOA requests by email including but not limited to the following: Setting up accounts, processing stop pays, research transactions, adding signers, and required due diligence for all banking clients including know your customer steps.
Perform some online banking requests including: initiating wires, creating necessary documents (signature cards, Reg GG, HOA Agreements, Etc.), closing accounts, issuing official checks, account adjustments, and other basic customer requests
Ability to act as liaison between FCB's management companies and FCB. Responsible for escalated situations and inquiries outside of ContactUs limitations. Will consult with management on legal situations regarding agreements and contracts. Also, will assist with any unusual requests or new scenarios from management companies/HOAs.
Provide services to clients including, providing assistance with debit card activity, online banking, bill pay, travel notices, fraud detection and alerts, opening and closing accounts, processing transactions, auditing and reporting.
Comply with policies and procedures related to the position.
Communicates with clients the features, advantages, and benefits of all bank deposit services. Can fully discuss competitive advantages and highlight bank value, including niche client markets such as HOA/Management Company clients.
Develops "relationship banking" with each customer providing high quality service. Strives to retain and improve business relations by responding quickly and courteously to inquiries about products and needed problem resolution.
Research and appropriately address Fraud Alerts.
Research and take appropriate action on dormant accounts for designated branches and clients.
Place debit card orders, complete research assignments, perform fraud assists as needed.
Support and process requests conducted through online banking including but not limited to: address changes, new account requests, secure messages, and online banking applications.
Set up online banking for designated customers and provide ongoing support to clients for its use.
As needed, submit cases to Jack Henry or Accounting Integrators to address daily support issues.
Answer phones as needed and provide client support.
Assist customers with checking accounts, setting up new accounts, making changes to existing accounts (DDA, Savings, CD, etc...)
Process Transfers and Wires (including Verification) as requested.
Make tickets for transfers and payments to complete transactions.
Assist with Due Diligence process including but not limited to satisfying required checks for all clients including know your customer requirements, satisfying bank policy/procedures as well as governmental regulations.
Provide tax client due diligence and direct tax consumers to appropriate contacts for problem resolution.
Performs such other duties as may be assigned or which inherently or logically belong with the position.
Exemplify FCB's values while carrying out its mission and organizational goals and priorities.