Customer Service Representative

Provide support to internal and external customers by being an expert in banking services.  Assist bankers with product maintenance and wire services.  Address customer complaints and resolve problems.  Handle initial intake of reports of fraud.  Work in a fast paced, rotational environment with team members to complete daily operational duties, and meet the goals set by the department and financial institution.

Essential Functions: 

• Serve as primary customer contact and problem resolution, including the following:

• Answer phones and provide exceptional customer service to internal and external customers by resolving problems/inquiries either via the phone, in person, email or chat sessions.
• Access computerized financial information to answer general questions as well as those related to specific accounts
• Provide customer support for online banking, including password resets and troubleshooting

• Perform Requested account maintenance, including:

• Order debit and ATM cards, raise limits, etc. upon customer request
• Complete stop payment requests
• Complete address changes and other profile maintenance

• Assist customers with funds transfers, including:

• Process incoming and outgoing wires
• Assist with and troubleshoot internal transfers and Zelle transactions
• Support bankers with international checks and foreign currency

• Provide internal transaction support, such as

• Balance several different accounts daily
• Process returned checks
• Research and correct non-posted items
• Check figures, postings, and documents for correct entry, mathematical accuracy, and proper codes

• Comply with and have knowledge of federal, state and company policies, procedures, and regulations

Knowledge & Experience:

• Excellent Customer Service skills
• 10 key pad – operating 10 key on adding machine, computer keyboard, calculator
• Mathematics – using mathematics to solve problems
• Problem Solving Skills – The ability to find resolution to problems in an efficient, practical manner
• Time Management – managing one’s own time and the time of others within the group.
• Teamwork –Our project lists often require that people work together to accomplish a common goal.
• Experience using Excel and Word software  
• Banking Experience preferred/not required.

Status/Standard Schedule:  Hourly – Fulltime position working Monday through Friday and rotating Saturdays.