Deposit Operations - Call Center Specialist

EOE Statement

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

Deposit Operations / Call Center Specialist

SUMMARY

The position of Deposit Operations / Call Center Specialist is to provide excellent customer service to external and internal customers; serve and assist customers with all aspects of deposit operations in accordance with bank procedures; refer customers to appropriate areas for inter-department service regarding bank products and services; functions in all deposit operations capacities as needed. The position of Deposit Operations / Call Center Specialist also assists in ensuring that all data processing functions operate effectively and efficiently; performs daily operations which support functions of core processing system(s), including daily and month end processing, computer operation, statement preparation, and other support roles; processes requests from Bank personnel and customers within given authority and ensures requests are completed in a timely fashion; performs a variety of routine daily tasks; reviews reports, prepares correspondence; participates in special department projects.

ESSENTIAL DUTIES

Gains thorough knowledge of bank services and products including but not limited to : all personal & business accounts; all interest bearing personal & business accounts; certificates of deposit; bounce protection; business products & services, including but not limited to : Cash Management and ACH; automated / electronic services; commercial checking accounts; internet banking for personal & business use; IRAs; HSAs; all other Bank services.

Gains knowledge of all back-office deposit operations functions.

Gains knowledge of and is comfortable using all types of technology, including but not limited to Banno / online banking chats; video chats and web based applications.

Provides support to all areas of the department as directed or where service or assistance is needed; demonstrates superior customer service with appropriate follow through with involved customers and employees.

Provides a full range of customer service-oriented telephone and e-mail support activities to customers and Bank personnel; greets customers professionally; responds to inquiries of a specific or general nature; and determines appropriate response or direction for the caller; issues messages.

Resolves customer concerns, problems and discrepancies by clarifying issues within given authority; researches and explores answers and alternative solutions; reconciles accounts; enters corrections; reverses customer fees or charges with the concurrence of Bank management; and escalates unresolved problems or issues.

Performs various operational background duties; processes account balance or transfer requests, stop payment orders, changes of address and other such requests based upon proper customer identification, authorization and approval; and conducts transaction call back procedures.

Performs a wide variety of routine clerical duties; prepares tickets for processing; completes routine reports, forms and lists; records, files and scans documents; and prepares correspondence.

MINIMUM REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and / or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

High school diploma or general education degree (GED); or related experience and / or training; or the equivalent combination of education and experience. Work related experience should consist of a customer service background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.

Basic skills in computer terminal and personal computer operation; host computer system; word processing and spreadsheet software.

Basic typing skills to meet production needs of the position.

Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors.

Effective verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and employees.

Ability to deal with routine problems involving multiple facets and variables in standardized situations.

Good organizational and time management skills.

Ability to work with general supervision while performing duties.

Current driver's license and a vehicle with appropriate insurance coverage if required to drive in the course of performing assigned duties and responsibilities.

Please note that this job description is not inclusive of all activities, duties or responsibilities that are required of this position. Duties, responsibilities and activities are subject to change at any time with or without notice.

This position is currently accepting applications.