Customer Support Specialist

FIRST BANKERS TRUST GROUP • Quincy, IL

10d • $20 - $25 • Hybrid

About The Position

The Deposit Operations Customer Support Specialist will be responsible for ensuring high-quality customer service is provided to both customers and employees through all interaction channels, including but not limited to telephone, e-mail and secure messaging. This position will be accountable for performing a range of bank back office operational tasks including but not limited to completing maintenance requests, transaction processing and other administrative duties as assigned. This position will be responsible for supporting the Deposit Operations and Digital Banking teams at times when needed.

Requirements

• Associates Degree or equivalent experience, Bachelors Degree preferred.
• 3 - 5 years of back office processing within the banking industry desired.
• Demonstrates strong understanding of bank products and services.
• Demonstrates ability to execute work independently with general oversight.
• Demonstrates strong working knowledge of various bank regulations.
• Demonstrates strong written and verbal communication skills.
• Team player with proven ability to work cooperatively but also assume administrative responsibilities.
• Demonstrates strong troubleshooting and problems solving skills
• Demonstrates ability to interact efficiently with Technology and utilize common office applications including Word, Excel, Outlook, and related applications; willingness to learn new technologies

Responsibilities

• Provide high-quality customer service by participating in the department incoming phone call group and assisting customers with a range of inquiries. Customer support provided will be efficient, accurate and meet customer support expectations.
• Provide general deposit account customer support such as providing balance information, reviewing account transactions and completing account research.
• Provide Tier 1 and Tier 2 Digital Banking customer service including but not limited to guiding a customer through the enrollment process, enrollment troubleshooting, completing account unlocks and supporting features such as mobile deposit and bill payment.
• Provide Debit Card support that includes raising daily limits, researching transactions and assisting customers with fraudulent transactions.
• Review, and process various types of transactions, ensuring accurate posting to accounts. Identify and escalate any irregularities or inconsistencies. The transactions may include but are not limited to account charge-offs, general ledger entries and adjustment processing.
• Complete administrative functions for the Deposit Operations department such as report review and monitoring, cash ordering, verification of deposits, and processing of mobile deposits.
• Maintain a thorough knowledge of bank products and services, including digital banking services.
• Gathers and prepares information for internal and external audits when requested.
• Ensure compliance with applicable regulatory requirements and internal policies.
• Maintain organized and secure records, supporting documentation, and reconciliations. Ensure proper filing and retention of documents in compliance with record-keeping policies.
• Identify opportunities to enhance operational efficiency and effectiveness within deposit operations processes. Propose and implement process improvements, automation, and system enhancements to streamline workflows and reduce errors.
• Provides assistance to other areas of Deposit Operations and Digital Banking as requested.
• Provides project support as requested.
• Performs other duties as assigned.

Benefits

• Comprehensive, value-added career opportunities
• Focus on career development, broad exposures, and learning new things daily
• Opportunities to help others and make a difference in the community
• Opportunities to participate in special interest groups, such as Young Professionals, or one of our Employee Resource Groups
• Competitive full benefits package including medical insurance, HSA with investment options, dental & vision insurance, life insurance, 401K with match, and profit sharing
• Vacation and PTO time reflective of your experience
• Volunteering time off of 12 hours per year
• Access to a library of over 6,000 personal and professional development on-line courses, hosted by Udemy Business
• Participation in our company-wide employee wellness incentive program, and the ability to earn a discount on your next year's premiums

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree