Full-time eBanking Customer Support Specialist
Click the Facebook, Google+ or LinkedIn icons to share this job with your friends or contacts. Click the Twitter icon to tweet this job to your followers. Click the link button to view the URL of the job, which then can be copied and pasted into an e-mail or other document.
Russellville, AL 35653
Provide the best quality service to customers as well as employees of the bank with regard to all Electronic Banking products and services offered, such as Internet Banking (Retail and Business Online), Mobile Banking/Deposits, Transfer Now, Bill Pay, Account Create, Treasury Management including ACH Manager, Wire Manager, Business Express Deposit and Positive Pay/ACH Debit Filter. Effectively and efficiently assists customers, with an emphasis on corporate customers, to resolve problems.
MAJOR DUTIES AND RESPONSIBILITIES:
Knowledge of eBanking products and services, with emphasis on corporate products and services.
Efficiently services our customers’ needs, both internally and externally.
Answers inbound telephone calls, responds to customer inquiries and problems concerning their electronic products and services, gathers necessary information to document and resolve customer problems, maintains telephone call records, and documents account information on the computer for each customer.
Responsible for day-to-day corporate customer issues regarding eBanking products and services, including:
Assists with ACH files
Resets token PINs
Resets BED passwords
Assists with BED deposits and scanners
Resets Business Online passwords
Unlocks users with failed log in attempts
Completes necessary paperwork for client/user changes
Unlocks Mobile Banking
Navigation of system
Views documents, check images, transfers
Researches issues to resolve problems.
Works effectively with other departments including Treasury Management, Deposit Servicing, Branch Support, Digitial and Data, Technology, and the Call Center.
Works effectively with bank branch staff.
Works with vendors of eBanking products and services including Fiserv, Centrix and Check Free to resolve issues.
Remotely assists customers with technology problems when necessary.
Responsible for follow up and recordkeeping in regard to ACH Origination Exceptions through Treasury Management.
Review and export approved accounts submitted through Account Create.
Evaluates customer needs and suggests appropriate solutions.
Knowledgeable of regulations governing transactions in relation to eBanking transactions.
Assists with implementation of new eBanking products and services.
Performs any other duties assigned by supervisor.
High school graduate or equivalent.
Extensive knowledge of bank operations, including but not limited to bookkeeping, customer service experience or related experience.
Demonstrated ability to adapt to and use computer software packages.
Excellent organizational skills and communication skills, both verbal and written.
Demonstrated ability to interact with customers and employees, and listen effectively.
Ability to perform repetitive tasks.
Ability to sit for extended periods of time.
Demonstrates proficiency and commitment to excellence in performance of duties.
STANDARDS OF PERFORMANCE:
Promptly returns all phone calls the same day as they are received.
Acceptable attendance and reporting to work in a timely manner.
Ability to establish and maintain effective working relationships with supervising personnel, co-workers, subordinates and the general public.
Knowledge of regulations as they pertain to banking.
Must be alert in all job functions.
Ability to maintain matters of a highly confidential nature.
Honesty must be an essential ingredient in all matters.
Complete work accurately and efficiently.
Conduct customer relations in a manner that will enhance the overall marketing effort of the bank. Provide courteous and professional service to all customers and employees.
Follow all company policies and procedures.
Losses resulting from legal and compliance issues.
Losses resulting from improper documentation.
Loss of reputation within the community.
Fines and/or penalties resulting from state and federal examiners.
Reviews completed by internal and external auditors, supervisor, and regulatory examiners.
Various types of software programs
Other business related equipment.
For more information, or to apply now, you must go to the website below. Please DO NOT email your resume to us as we only accept applications through our website.