Digital Consumer Services Specialist

Career Center•Aberdeen, WA

8d•$20 - $23•Onsite

About The Position

Provide high-level customer service and support to consumers and front line branch staff for Consumer Services including Online Banking, Mobile Banking, Consumer Bill Pay, Telebanc, eStatements, Zelle, Mobile Deposits, and Debit Cards. Work closely with customers and bank staff to ensure effective communication in the implementation of services, training of end users, and promotion of the features and benefits of bank products and services. Provide technical support to customers as it relates to internet access to products and services and industry practices related to data security. Provide back up to the Customer Care Center during peak times including customer calls, and glia chats. Principal Responsibilities : Provide friendly, professional, and knowledgeable support to internal and external customers. Full knowledge of all consumer digital products and services and is able to assist internal and external customers. Provide assistance via telephone, in-person, e-mail, or secure message in response to customer inquiry or branch referral. Respond to or coordinate response to all e-mails received through the bank website, directly, or through the online secure messages. Responsible for implementation, training and support of the following electronic products including consumer online/mobile banking, consumer bill paymobile deposits, Zelle, and eStatements. Fulfill maintenance requested on consumer online banking maintenance request forms Ability to execute a timely referral to Commercial Services and/or Treasury Management. Process and complete the set-up for all consumer enrollments submitted through the website. Process new mobile deposit enrollments and maintenance, reviewing IP address and login history for potential fraudulent enrollments Daily review of mobile deposits and remote capture items to ensure proper endorsement and suspect check review, Process new Zelle enrollments and maintenance. Process mobile deposit and consumer bill pay increases per branch request Assist customers with password resets and access problems Provide debit card assistance to customers and branches including transaction research. Review daily debit card system reports, perform debit card maintenance, review monthly new card reissue report and ensure changes are made prior to card production. Process online stop payment fees for hard charged customers. Update customer contact information in Q2 and bill pay Remove closed accounts from eDelivery site, assist both internal and external customers with eStatement enrollment troubleshooting Compliance: All employees are accountable for compliance with all laws, regulations and adherence to established internal controls and procedures when performing their job duties. Each employee is expected to be familiar with the legal and regulatory requirements and internal controls affecting his or her job responsibilities. It is the affirmative duty of each employee to carry out these responsibilities at all times in a manner that complies with all applicable legal and regulatory requirements and internal controls. All employees shall be responsible for communicating upward, problems in operations, noncompliance with the code of conduct, or other policy violations or illegal actions. Employees must participate in required training on pertinent compliance laws and regulations as required by the Bank of the Pacific. All employees will be committed to maintaining a high level of compliance with the Bank Secrecy Act and Anti Money Laundering, USA PATRIOT Act and Financial Recordkeeping regulations recognizing that all three acts are important tools in federal efforts to combat organized crime, terrorism and drug trafficking. Education / Experience : High School diploma or equivalent Understanding of the bank policies and procedures Skills / Knowledge / Abilities : Above average organizational skills. Proven ability to create priorities and to follow through on projects. Excellent attention to detail and accuracy. Above average technical ability to support products/services and customers. Ability to take ownership of client needs and provide excellent customer service. Ability to work independently yet closely with other staff. Excellent verbal and written skills to include interpersonal communication skills. Proficient Keyboarding skills. Proficient Microsoft Office Program skills (Word, Excel, PowerPoint, Outlook) Proficient Internet Navigation including mobile Flexibility and eagerness to learn. Regular attendance is an essential function of the job. Working Conditions / Environment / Potential Hazards: While performing the duties of this job the employee regularly works in general office setting with a controlled climate. Work involves being able to concentrate on the matter at hand, sometimes managing distracting work conditions and frequent employee and customer contacts and interruptions during the day. Work requires regular attendance, punctuality and adherence to agreed-upon schedule with willingness to work additional hours as needed. Physical Requirements: The employee is frequently required to stand, walk, type, and speak with internal and external customers for extended periods of time. Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials. Work may involve the constant use of computer screens. Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner, fax machine, and other office equipment including those related to completing banking services in the branches. Work requires dexterity of hands and fingers with repetitive wrist and hand motion. Occasional lifting 20 lbs (i.e., deposit bags, money trays, loan files, boxes) Our Mission is simple, to be the best Bank for our employees, customers, investors and community. At Bank of the Pacific, we are committed to delivering memorable service beyond the customer’s expectation, to include both external and internal customers. We consistently demonstrate our values through teamwork, open communication, integrity, honesty and respect for others. Additionally, we will maintain a professional appearance through dress, conduct and an orderly work area. A successful candidate will possess these qualities and be enthusiastic, professional and of high ethics. They will embrace our Mission, Vision and Values and actively contribute to our success. For your Benefit We Offer: Salary range is $19.75 to $22.50 per hour. The specific salary offered will depend on several factors including but not limited to applicant’s knowledge, skills and experience relevant to the position. Eligible to participate in annual incentive plan. We offer a comprehensive healthcare benefit package that includes: Medical, Dental, Vision, EAP, LTD, STD, Group Life, VTL, AD&D, FSA, DCAP, LFSA, and HSA. Retirement Savings Plan through 401(k) with an additional Roth 401(k) option. We match 100% of your deferral up to 5% of eligible compensation. Wellness Dollars up to $500 per year. Weekend Wellness Hours, up to 4 per quarter. Paid Birthday and Anniversary Holiday 11 paid Holidays per Year Sick Leave Time – Earn up to 8 days each Year Vacation – 12 days each Year ( first year adjusted based on hire ) Vacation Purchase Plan Tuition Reimbursement Employee Banking Privileges and Special Loan Features. (All paid time off is pro-rated for part-time employees based on their scheduled work hours.) All employees are responsible for internal controls in the performance of their assigned duties. Internal Control responsibilities are established in various policies, procedures, and documents including the Code of Conduct. Bank of the Pacific is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, marital status, age, disability or protected veteran status. Salary Range Disclaimer: The base salary range represents the minimum and the maximum of Bank of the Pacific’s salary range for this position. Actual salaries will vary depending on factors related to business needs and the employee’s relevant knowledge, qualifications, experience, and job performance for the position.

Requirements

High School diploma or equivalent
Understanding of the bank policies and procedures
Above average organizational skills.
Proven ability to create priorities and to follow through on projects.
Excellent attention to detail and accuracy.
Above average technical ability to support products/services and customers.
Ability to take ownership of client needs and provide excellent customer service.
Ability to work independently yet closely with other staff.
Excellent verbal and written skills to include interpersonal communication skills.
Proficient Keyboarding skills.
Proficient Microsoft Office Program skills (Word, Excel, PowerPoint, Outlook)
Proficient Internet Navigation including mobile
Flexibility and eagerness to learn.
Regular attendance is an essential function of the job.

Responsibilities

Provide friendly, professional, and knowledgeable support to internal and external customers.
Full knowledge of all consumer digital products and services and is able to assist internal and external customers.
Provide assistance via telephone, in-person, e-mail, or secure message in response to customer inquiry or branch referral.
Respond to or coordinate response to all e-mails received through the bank website, directly, or through the online secure messages.
Responsible for implementation, training and support of the following electronic products including consumer online/mobile banking, consumer bill paymobile deposits, Zelle, and eStatements.
Fulfill maintenance requested on consumer online banking maintenance request forms
Ability to execute a timely referral to Commercial Services and/or Treasury Management.
Process and complete the set-up for all consumer enrollments submitted through the website.
Process new mobile deposit enrollments and maintenance, reviewing IP address and login history for potential fraudulent enrollments
Daily review of mobile deposits and remote capture items to ensure proper endorsement and suspect check review, Process new Zelle enrollments and maintenance.
Process mobile deposit and consumer bill pay increases per branch request
Assist customers with password resets and access problems
Provide debit card assistance to customers and branches including transaction research.
Review daily debit card system reports, perform debit card maintenance, review monthly new card reissue report and ensure changes are made prior to card production.
Process online stop payment fees for hard charged customers.
Update customer contact information in Q2 and bill pay
Remove closed accounts from eDelivery site, assist both internal and external customers with eStatement enrollment troubleshooting

Benefits

Eligible to participate in annual incentive plan.
Medical, Dental, Vision, EAP, LTD, STD, Group Life, VTL, AD&D, FSA, DCAP, LFSA, and HSA.
Retirement Savings Plan through 401(k) with an additional Roth 401(k) option. We match 100% of your deferral up to 5% of eligible compensation.
Wellness Dollars up to $500 per year.
Weekend Wellness Hours, up to 4 per quarter.
Paid Birthday and Anniversary Holiday
11 paid Holidays per Year
Sick Leave Time – Earn up to 8 days each Year
Vacation – 12 days each Year ( first year adjusted based on hire )
Vacation Purchase Plan
Tuition Reimbursement
Employee Banking Privileges and Special Loan Features.