Contact Center / Digital Banking Associate

Description

Bank of Washington is seeking motivated candidates to fill the position of Contact Center / Digital Banker Associate. This position will act as the first line of contact and a trusted consultant to our customers. The Digital Banker / Contact Center Associate will work with our customers to meet their needs and provide the best customer service. 

Essential Responsibilities:

• Support all products and services in our retail and commercial lines of business via inbound and outbound customer service calls, as well as online chats and messages.
• Perform routine teller transactions including deposits, withdrawals, transfers & loan payments through digital interactions while maintaining compliance with bank policies and procedures.
• Identify cross-selling opportunities, selling new or additional products or services that meet customers' needs, and make appropriate referrals to other bank areas or guiding the customer to digital account opening product.
• Multitask by working with numerous software programs concurrently to complete a transaction and communicate with more than one customer at the same time.
• Clearly communicate the benefits of the IVT, handling customer's objections and anxiety to new technology while promoting the benefits of the technology to ensure a positive experience and increase adoption rate.
• Answer customer inquiries concerning bank operations, regulations, transaction processing, electronic services, marketing, and promotional activities.
• Sort and deliver incoming bank mail along with mailing out letters.
• Utilize technology to support and troubleshoot online services, gather information, and track customer interactions.
• Use critical thinking to remain solution focused.

Preferred Education, Experience, Technical Knowledge, and Skills:

• Bank experience preferred.
• Proficiency in Windows based and Microsoft office applications.
• Excellent communication skills (both verbal and written).
• Strong customer-service skills.

Why Join the Bank of Washington team?

• Work Life Integration: company holidays, paid vacation and sick leave, community volunteering, and social event outings
• Financial Wellness: 401K with company match, paid life insurance, financial wellness education, access to professional and financial advisory services, tuition assistance, and employee assistance program, offer shift differential pay for extended hours
• Health and Wellness: medical, dental, and vision coverage, Health Savings Account, Medical FSA/DCA, employee fitness center, and wellness and fitness challenges

Compliance:

• The employee is responsible and accountable for establishing and following procedures to ensure compliance with all applicable regulatory rules and regulations. Actively identifies and mitigates different types of risk, such as regulatory, reputational, and operational.
• Bank of Washington will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job.

Bank of Washington is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Qualifications