Customer Service Specialist

First Bank • Waverly, IA

4d • Onsite

About The Position

As a Customer Service Specialist, you will support both external bank customers and internal staff, ensuring smooth operations across customer service, queue management, fraud mitigation and resolution, and reporting. Duties include: Internal and External Customer Service: Provide exceptional service to banking clients by phone and email. Assist customers with account inquiries, transaction issues, and debit card and digital banking support. Serve as a resource for internal staff by resolving operational questions, system issues, and workflow bottlenecks. Collaborate with staff to ensure timely support and issue resolution. Document and escalate unresolved internal or external fraud and service issues appropriately. OnBase Queue Management: Monitor and manage OnBase queues for timely processing of financial documents and requests (i.e. maintenance forms, debit card requests, etc.). Index and route documents in accordance with bank workflows and regulatory standards. Workflow Tracking: Utilize system to manage fraud alerts, card issues, transaction disputes, and escalations. Ensure accurate and timely data entry for case tracking and resolution. Reporting: Generate, retrieve, and review various reports to ensure applicable characteristics are met, escalating if needed. Analyze data to identify trends, improve service delivery, and support strategic decision-making. Other: Crosstrain and assist Deposit Operations as needed. Assist others within the department with overflow projects. Other duties as assigned.

Requirements

• Support both external bank customers and internal staff
• Ensure smooth operations across customer service, queue management, fraud mitigation and resolution, and reporting
• Provide exceptional service to banking clients by phone and email
• Assist customers with account inquiries, transaction issues, and debit card and digital banking support
• Serve as a resource for internal staff by resolving operational questions, system issues, and workflow bottlenecks
• Collaborate with staff to ensure timely support and issue resolution
• Document and escalate unresolved internal or external fraud and service issues appropriately
• Monitor and manage OnBase queues for timely processing of financial documents and requests
• Index and route documents in accordance with bank workflows and regulatory standards
• Utilize system to manage fraud alerts, card issues, transaction disputes, and escalations
• Ensure accurate and timely data entry for case tracking and resolution
• Generate, retrieve, and review various reports to ensure applicable characteristics are met, escalating if needed
• Analyze data to identify trends, improve service delivery, and support strategic decision-making
• Crosstrain and assist Deposit Operations as needed
• Assist others within the department with overflow projects
• Other duties as assigned

Responsibilities

• Provide exceptional service to banking clients by phone and email
• Assist customers with account inquiries, transaction issues, and debit card and digital banking support
• Serve as a resource for internal staff by resolving operational questions, system issues, and workflow bottlenecks
• Collaborate with staff to ensure timely support and issue resolution
• Document and escalate unresolved internal or external fraud and service issues appropriately
• Monitor and manage OnBase queues for timely processing of financial documents and requests (i.e. maintenance forms, debit card requests, etc.)
• Index and route documents in accordance with bank workflows and regulatory standards
• Utilize system to manage fraud alerts, card issues, transaction disputes, and escalations
• Ensure accurate and timely data entry for case tracking and resolution
• Generate, retrieve, and review various reports to ensure applicable characteristics are met, escalating if needed
• Analyze data to identify trends, improve service delivery, and support strategic decision-making
• Crosstrain and assist Deposit Operations as needed
• Assist others within the department with overflow projects
• Other duties as assigned

Benefits

• Health insurance
• dental insurance
• vision insurance
• pre-tax flexible spending accounts
• group term life insurance
• dependent life insurance
• short and long-term disability
• 401k/ESOP with employer match
• paid holidays
• paid vacation time
• paid sick time
• a wellness program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed