Internet Banking Specialist

This position is scheduled 40 hours per week. The work schedule is 8:30 to 5:30 on Monday through Friday. Work schedule is subject to change based on business needs of the Bank

ESSENTIAL FUNCTIONS:

Online Banking Support:

• Provide general to complex technical support for business and consumer
  customers regarding issues such as Quicken, internet browsers, mobile
  devices, bill pay, password resets and log on problems.
• Work with Digital Channels Project Manager and the Electronic Banking
  department to escalate and solve technical issues.
• Answer customer questions via phone, chat, contact us, secure message
  and email regarding retail and commercial online banking products.
• Manage online deposit account opening requests from customers.
• Research problems, respond to inquiries and provide resolution for retail
  and corporate customers using the online banking administration portals.
• Receive and promptly respond to written customer inquiries such as chat,
  secure messages, contact us forms and emails.
• Add and/or delete accounts for existing records in the online banking admin
  portal.
•  Initiate appropriate inquiries to bill pay provider.
• Set up and maintain records for the automated telephone banking system.
• Process address change requests, wire transfers and other customer
  support transactions initiated through online banking, following bank
  policies and procedures to minimize risk.
• Adhere to schedule regarding processing times for transfers, ACH and wire
  transfers.
• Act as backup for call center by taking customer calls during peak periods
• Delete inactive bill pay accounts from the bill pay portal.

Customer Care Lead:

• Serve as next tier escalation for complex Customer Care Center inquiries.
  Providing coaching to Customer Care Representatives and Sr. Customer
  Care Representatives on complex issues and troubleshooting.
• Provide guidance to Customer Care Representatives and Sr. Customer
  Care Representatives providing approvals on exception items and
  transactions.
• Provide guidance and approvals for CCRs and Sr. CCRs on various
  transactions including debit card limit increases, wires, online banking new
  account openings. Provide online banking limit increases (Zelle, Bill Pay
  and Mobile deposit limits).
• Input all incoming wires from online banking into wire transfer system with
  approval authority up to $1 million.
• Perform operational compliance functions including biweekly certification
  and callback.
• Cross-train employees on call center tasks.
• Provide input on recruitment, selection, training, and performance feedback
  for call center employees.
•  Monitor chatbot and update programing when needed
• Participate in management testing retail and corporate online banking
  system upgrades and new releases of the core application system.
• Coach Customer Care Center employees on technical troubleshooting
  issues.
• Create and update training and resource materials.

Non-Essential Functions:

• Perform special projects, research and analysis as requested.
• Perform other duties as assigned.

SUPERVISORY RESPONSIBILITIES

• None

MINIMUM QUALIFICATIONS

Core Job Specific Competencies:

•  Attention to Detail: Accomplishes tasks through concern for all areas involved, no matter how small; shows concern for all aspects of the job; accurately checks for processes and tasks and follows up in a timely manner with appropriate persons.
• Continuous Learning: Takes responsibility for own learning and development by acquiring and refining of technical and professional skills needed in job related areas; proactively seeks performance feedback and identifies approaches to improve own performance.
• Customer Service: Provides internal and external customers with the products and services that match their needs in a timely, efficient manner; follows up on customer complaints, questions, and requests.
• Dependability: Makes self available for work on a consistent and timely basis with infrequent unplanned absences; completes work in a timely manner; meets commitments with minimal oversight.
• Flexibility / Adaptability: Understands that the work environment is constantly changing and adjusts own approach and behavior accordingly; adapts to new ideas and initiatives across a wide variety of issues and situations; recognizes and responds quickly to shifting opportunities.
• Prioritization/Time Management: Assesses multiple tasks or issues which are competing for a limited amount of time or resources and determines the order in which each will be addressed; sets priorities, goals, and timetables to achieve maximum productivity; tracks both completed and incomplete activities.
• Product Knowledge: Demonstrates a working knowledge of the features and benefits of the products and services offered, and understands how those features benefit customers.
• Verbal Communication: Expresses ideas effectively in individual and group situations adjusting style and methods to meet the specific needs of the audience; attentively listens to others to gather data and paraphrase meaning to verify understanding.
• Written Communication: Uses correct English grammar, punctuation, and spelling; communicates information (for example facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.  

Knowledge, Skills and Abilities:

• Knowledge of customer service and sales principles, practices and techniques.
• Knowledge of online banking services.
• Skills operating a personal computer including detailed knowledge of web browsers, word processing,
  spreadsheet and presentation software.
• Knowledge of effective business English usage, spelling, punctuation and grammar.
• Comprehensive knowledge of call center procedures and metrics.
• Comprehensive knowledge of bank operations and regulations.
• Comprehensive knowledge of bank services and products
• Skills operating mobile devices such as Android telephones, iPhones, iPads, and Tablets.
• Intermediate math skills

Physical Requirements:

Branches/CCC: Ability to stand, bend, stoop, sit, walk, twist and turn. Ability to lift up to 15 pounds
occasionally. Indoor office work environment with a majority of time spent standing and/or sitting
alternatively at a desk or teller window. The employee must be able to work schedules that meet the
needs of the business, which may include early morning, evening and/or weekend hours.

Education and Experience:

A combination of education and experience equivalent to a high school diploma; and knowledge typically gained through a minimum of three years related experience in customer service.

Compensation:

The hiring range for this position is $24.75 to $30.32 per hour. The compensation offered will fall within this range commensurate with the candidate's applicable experience, education and skills.

EXCHANGE BANK IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

Salary : $25 - $30