Electronic Banking Representative

Security National Bank•Sioux City, IA

6d•Onsite

About The Position

As an Electronic Banking Representative, you’ll play a vital role in ensuring our customers have secure, convenient, and seamless banking experiences. You’ll handle customer inquiries, support account maintenance, review transactions, and ensure accuracy across various banking services—all while providing prompt, professional service. Success in this role requires exceptional multitasking skills, active listening, and critical thinking to resolve inquiries effectively. If you enjoy helping customers navigate their banking needs and excel in a dynamic environment, we encourage you to join us! This is an onsite position at our Main Bank office in Sioux City, Iowa.

Requirements

4 year college degree preferred or related work experience
Knowledge of electronic banking responsibilities including deposit regulations, ACH processing, online banking, mobile banking, remote deposit, and others
Customer service experience
Accuracy and meticulous attention to detail required
Excellent oral, written, and interpersonal communication skills
Ability to navigate multiple computer systems and programs with working knowledge of Word and Excel
Ability to manage multiple requests simultaneously, meet deadlines, and show flexibility to change direction when needed
Team-oriented and the ability to work collaboratively across all levels of the organization
Service-oriented, polite, and respectful
Advanced problem-solving and analytical skills
Ability to take direction and instruction and follow through independently until project completion

Responsibilities

Provide exceptional phone-based customer support with a focus on problem-solving and customer satisfaction.
Resolve complex customer inquiries related to online banking, mobile apps, digital payments, and other bank services by troubleshooting technical issues promptly and escalating only, when necessary, all while maintaining a friendly and professional manner.
Support internal staff by serving as a resource for troubleshooting digital banking issues, ensuring employees can assist customers confidently and accurately.
Assist customers with debit card needs, including disputes, unauthorized transactions, and ordering replacement cards when needed.
Perform account maintenance, including, access management, authorizations, stop payments, charge-offs and related requests.
Review and approve Remote Deposit Capture items.
Conduct consumer overdraft reviews and make appropriate decisions.
Collaborate with team members to update and maintain process documentation and procedures.
Identify opportunities for cross-selling and generate customer referrals.
Contribute to a supportive, close-knit team environment, working Monday–Friday with a focus on collaboration and customer care.