Digital Customer Service Representative

Community Financial System, Inc.•Syracuse, NY

21h

About The Position

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration. Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day. To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Requirements

A High School Diploma or equivalent
Internal product knowledge seminars
All applicants must be 18 years of age or older
Accuracy
Proficient math
Excellent oral and written interpersonal and communication skills
Thorough knowledge of Bank products
Strong knowledge of account opening process (including CIP, BSA/Fraud)
Strong decision making skills
Aptitude for and interest in understanding software programs
A minimum of three (3) years branch customer service experience

Responsibilities

Works well independently under minimal supervision while being primarily responsible for reviewing online deposit applications for Online Account Opening
Provide quality customer service on the telephone and online
Assist with administration of the Meridian Link application
Promote and sell bank products and services as applicable
Maintain strong knowledge of Meridian Link, XPerience, Argo, and other systems necessary to perform responsibilities
Maintain strong knowledge of account opening processes, CIP, and heightened awareness of BSA/Fraud risks associated with opening an account, when not face-to-face with a customer
Provide input for administration of the Meridian Link system and related procedural documentation
Monitor queues of incoming Online Account Opening deposit applications
Review applications for acceptance/declination
Redirect concerns to BSA/Fraud for input on decisioning as directed by Team Leader
Track receipt of opening deposit funds (checks, ACH, transfers, credit card processing)
Onboard customers through account opening process (i.e., order checks, debit card, follow-up welcome calls and/or letters, etc.)
May approve overdrafts for online banking customers
Assists and cooperates with branches, operations, electronic banking and other departments to provide service, solve problems and achieve bank goals
Determines customer needs, explains and sells products based on customer inquiries
Provides assistance to customers using quality service standards
Assists customers with requests and problems by telephone and online. (Such items may include stop payments, balance discrepancies, loan information, etc.)
Work to achieve bank sales goals during follow-up calls and letters
Determine and refer future prospecting efforts to applicable employees based on customer inquiries
Perform special projects or handle specific administrative tasks as assigned by Branch Administration Management
Provide assistance wherever necessary to assist the Bank and department in achieving their goals