SUMMARY

Responsible for being 1st Security Bank’s first point of contact for business cash management requests and troubleshooting business and consumer online banking technical difficulties. This position will require a considerable amount of time on the phone assisting consumer customers and business owners to ensure they have the best experience possible. To excel in this position, you need to have strong communication skills, a keen focus on a “wow” customer experience, and work well in a fast paced environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Primary operator for our customer service support line and providing efficient, courteous customer service.
• Demonstrates service excellence in external and internal customer support by telephone, email, and in person.
• Responsible for timely responses and resolution of customer issues and requests originated by phone, secure email, and public website email communications.
• Provides support to both external and internal customers for online and mobile banking, bill pay, person-to-person payments, and cash management services.
• Completes activities related to cash management services (Business Online Banking, Remote Deposit Capture, ACH, Positive Pay, Image Lockbox, Sweeps, Account Analysis) which includes, but is not limited to: setting up new businesses, monitoring account activity, creating and reviewing reports, performing regular account reviews and client assessments, scheduling courier pickups, and evaluating additional cash management needs for existing customers and presenting recommended solutions.
• Acts as relief to other Special Services and Digital staff as needed.
• Performs other duties as assigned.

EDUCATION AND EXPERIENCE

• High School graduate or equivalent
• Prior experience in retail banking, business cash management services, and/or a call center
• Ability to work well in a fast paced team environment.
• Effective verbal and written communication skills

COMPUTER SKILLS

To perform this job successfully, an individual should be skilled in Microsoft Office Products, have 45+ WPM typing speed and 10-key experience.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The employee will primarily operate in a general office environment, using office equipment such as a phone and a computer.
• The noise level in the work environment is moderate as compared to a private office with light foot traffic and office equipment. The employee must be able and willing to work in an open environment and able to interact frequently with other departments.