Electronic Services Specialist I

Description

Position Summary: Provide quality customer service through phone support to internal and external customers. Specific duties expected to be performed are shown below:

Responsibilities and Accountabilities:

• Handles customer support calls on Internet Banking/Bill Pay, Debit/ATM/HSA Cards, and Voice access
• Provides internal support to all staff on account lockouts, password resets, and account maintenance
• Performs day-to-day item processing and image capture operations. Includes support for branch capture issues; image quality verification; keying required transaction detail; batch balancing and correction
• Logging and verification (as needed) of wire transfer
• Responsible for ensuring accuracy of proof interface to core processing system. Includes reconcilement of proof items that are unable to post correctly
• Communicates with vendors on any issues
• Responsible for check adjustments, including item research and production of appropriate documentation required by the Federal Reserve
• Performs printing and mailing of HELOC statements
• Supports business projects related to Operations
• Communicates with customer service area to maintain efficiency and quality with bank transactions
• Scans and indexes various documents into core system
• Miscellaneous other responsibilities to support bank management as needed
• Orders and maintains ATM and Debit Cards
• Identifying customers’ needs, clarify information, research every issue and provide solutions
• Other duties as assigned

Competencies:

• Customer Service
• Time Management
• Detail Orientation
• Problem Solving

Requirements

Role Qualifications:

Education/Experience

• Desire two years banking/related job experience; or minimum one year banking and/or training (desire Customer Service Representative background); or equivalent combination of education and experience; or One year certificate from college or technical school.
• Experience with core system is a plus, but not required

Other Skills and Abilities

• Oral/Written communication skills
• Maintain confidentiality of customer information
• Decision-making skills

PERFORMANCE MEASURES:

• Quality and accuracy of work performed
• Reliability, friendliness, thoroughness and timeliness of services provided
• Adherence to Bank policy and Federal and State Regulatory requirements
• Participation in training and appropriate professional developments
• Appropriate attendance record and punctuality
• Professional work place appearance and conduct
• Meets or exceeds goals as pre-established by VP of Retail Banking and Electronic Services and Electronic Services Supervisor that are aligned with the strategic plan

WORKING CONDITIONS:

Work is performed largely within the Bank with limited chance for personal injury. Prolonged and frequent mental and visual concentration required. Periodic stressful situations in response to multiple priorities within established deadlines. Work hours are generally during normal business hours. Unscheduled evening and weekend work may be needed to meet the needs of customers and employees. Occasional travel between offices may be required. Must be able to lift and move up to 20 pounds of office supplies and equipment. Some bending, turning, and twisting required.

GENERAL NOTICE:

This position description describes the general nature and level of work performed by the employee assigned to this position and should not be interpreted as all inclusive. It does not state or imply that these are the only duties and responsibilities assigned to the position. The employee may be required to perform other job-related duties. All requirements are subject to change and to possible modification to reasonably accommodate individuals with a disability.

This position description does not constitute an employment agreement between the Bank and employee and is subject to change by the employer as the needs of the Bank and requirements of the position change.