What are the responsibilities and job description for the Customer Solutions Specialist position at Ixonia Bank?
At Ixonia Bank, we pride ourselves on our core values which are evident in our work, how we interact with each other, & how we take care of our customers. We believe every individual counts! Our highly-qualified, driven employees continually strive to give Ixonia Bank customers a personal banking experience. If you are interested in joining the Ixonia Bank team, we invite you to check out opportunities that match your skills and talents. We offer rewarding careers, all within a professional and friendly work environment.
The Customer Solutions Specialist will possess an understanding of branch operations, regulatory guidelines, policies, procedures, products and services, and adhere to all audit requirements which pertain to specific accountabilities for the Bank. The incumbent must also possess a thorough understanding of the core systems at the Administrator level as well as being proficient as an end user. This position serves as a subject matter expert, responding to external and internal inquiries.
Principal Duties and Responsibilities:
- Answer department phone calls from customers and other staff members
- Provide support to Retail and Business online banking users by handling routine inquiries received via telephone and email to include password resets, research, etc of all applications (i.e. Mobile Banking, Bill Pay, and Positive Pay).
- Takes ownership and ensures timely response and resolution to customer issues; maintains knowledge of internal resources to mitigate disruption of electronic banking services to customers; communicates reoccurring or serious issues to the Customer Solutions Manager; recommends temporary work around and viable solutions to improve customer service and response.
- Be a resource on debit card fraud and other card issues. This includes being a subject matter expert of Regulation E, debit card dispute processing, loss mitigation, and dispute resolution.
- Assist the Customer Solutions Manger with education of electronic products to branches.
- Additional Duties and Tasks as assigned.
Job Knowledge, Skills and Abilities: (Competencies)
- Must possess a pleasant and professional phone demeanor.
- Strong internal and external customer service skills via phone and email.
- Working knowledge of Ixonia Bank products and services.
- Critical thinker with ability to review and recommend solutions to complex problems, position requires solid judgment and frequent decision making.
- Must be detail oriented and accurate; possess excellent organization skills; have the ability to prioritize projects and balance multiple tasks.
- High level of responsiveness to internal and external customers.
- Strong presentation skills and ability to present information in a confident and professional manner.
- Ability to take initiative, and work as a self-starter, effectively with minimal supervision.
- Ability to work well in group and individual settings.
- Excellent verbal and written communication skills.
Education, Experience or Equivalent:
- High school or GED required; Associate or Bachelors degree or equivalent experience preferred.
- Minimum of 2-3 years of proven relevant experience, previous banking experience.
- Proficiency in Microsoft Excel and Word.
- Extensive knowledge of online banking and mobile banking applications.
- Thorough knowledge and understanding of banking laws and regulations, including a strong understanding of compliance, security and BSA regulations as it relates to electronic banking.
