Provides prompt, tactful, friendly, courteous and efficient customer service in the processing of bank transactions through video transaction, in real-time, via the Interactive Teller Machine (ITM) and enhanced customer support channels. The Customer Support team services customers in a wide manner of support needs which may include ITM transactions, deposit and loan account inquiries, online/mobile banking, new/maintenance accounts, debit cards, BillPay, P2P payments, etc. through many channels including ITM, phone, chat, video, email, co-browse, etc. Responsible for protection of the Bank's assets through adequate security and fraud prevention measures, respecting confidentiality of customers. Must embrace change and new technology in order to stay up-to-date with competitors and industry-wide solutions and standards.
Essential Functions
- Through video transmission via the Interactive Teller Machine (ITM), processes a variety of financial transactions including, but not limited to, deposits, payments, check cashing and withdrawals. Ensures that proper endorsements and identification are obtained and follows Bank policies and procedures.
- Able to multi-task and work within multiple software programs concurrently to complete transactions, while communicating with the customer simultaneously.
- Provides a high level of professional and courteous service while observing due diligence for validity of transactions.
- Must learn/maintain broad knowledge and understanding of Bank products and services.
- Supports Bank growth by recognizing opportunities to promote Bank products to meet customer’s needs.
- Referring customers to suitable departments such loans, Financial Service Group, Merchant Services and Treasury Management.
- Must have excellent communication skills in a face-to-face customer environment and be comfortable being on camera.
- Must display excellent phone customer service.
- Performs end of day balancing according to bank policy. Efforts to locate unresolved errors. Adheres to security, audit, and compliance requirements per policy.
- Maintains compliance to all government regulations, including Bank Secrecy Act, Regulation E (Electronic Funds), Regulation CC (Funds Availability, CRA and Regulation DD).
- Assist customers with requests or complaints and complete internal due diligence.
- Ability to use telephone system and good computer skills including email, internet and intranet use.
- Ability to problem solve.
- Maintains a clean working area according to policy. Personal appearance is neat and professional according to policy.
- Understands the significance, and is proactive in, achieving department and company goals.
Others:
- Note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required for this job. Duties, responsibilities and activities may change at any time with or without notice.
- Other duties as required.
