Electronic Services Specialist I
About The Position
Provide quality customer service through phone support to internal and external customers. This role involves handling customer support calls related to various banking services, providing internal support to staff, performing day-to-day item processing and image capture operations, logging and verifying wire transfers, ensuring accuracy of the proof interface to the core processing system, communicating with vendors, handling check adjustments, printing and mailing HELOC statements, supporting business projects, scanning and indexing documents, ordering and maintaining ATM and Debit Cards, and identifying customer needs to provide solutions. The role also includes miscellaneous responsibilities to support bank management as needed.
Requirements
- Desire two years banking/related job experience; or minimum one year banking and/or training (desire Customer Service Representative background); or equivalent combination of education and experience; or One year certificate from college or technical school.
- Experience with core system is a plus, but not required
- Oral/Written communication skills
- Maintain confidentiality of customer information
- Decision-making skills
- Quality and accuracy of work performed
- Reliability, friendliness, thoroughness and timeliness of services provided
- Adherence to Bank policy and Federal and State Regulatory requirements
- Participation in training and appropriate professional developments
- Appropriate attendance record and punctuality
- Professional work place appearance and conduct
- Meets or exceeds goals as pre-established by VP of Retail Banking and Electronic Services and Electronic Services Supervisor that are aligned with the strategic plan
Nice To Haves
- Customer Service
- Time Management
- Detail Orientation
- Problem Solving
Responsibilities
- Handles customer support calls on Internet Banking/Bill Pay, Debit/ATM/HSA Cards, and Voice access
- Provides internal support to all staff on account lockouts, password resets, and account maintenance
- Performs day-to-day item processing and image capture operations. Includes support for branch capture issues; image quality verification; keying required transaction detail; batch balancing and correction
- Logging and verification (as needed) of wire transfer
- Responsible for ensuring accuracy of proof interface to core processing system. Includes reconcilement of proof items that are unable to post correctly
- Communicates with vendors on any issues
- Responsible for check adjustments, including item research and production of appropriate documentation required by the Federal Reserve
- Performs printing and mailing of HELOC statements
- Supports business projects related to Operations
- Communicates with customer service area to maintain efficiency and quality with bank transactions
- Scans and indexes various documents into core system
- Orders and maintains ATM and Debit Cards
- Identifying customers’ needs, clarify information, research every issue and provide solutions
- Other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
