Description:
GENERAL DESCRIPTION
The eServices Representative is directly responsible for being the primary point of contact for providing telephone customer service support/assistance regarding eServices and customer account related inquiries. This position reports directly to the eservices Accounting Manager.
DUTIES & RESPONSIBILITIES
-
Performs as the primary point of contact for incoming calls regarding any eServices
-
Assists customers over the telephone with routine questions or issue with any eServices; and responds to client inquiries promptly, effectively, and professionally, with a positive attitude
-
Utilizes marketing techniques to build relationships by actively cross selling and marketing new and existing products and services to current and potential customers
-
Handle all online submissions for the bank
-
Handles all eServices messages and responds accordingly
-
Runs and pull various reports regarding eServices and completes any steps necessary
-
Assists with efforts to identify and implement a positive overall customer service
-
Contributes to fostering positivity and teamwork within the bank
-
Performs daily verification, workflow, and exception tracking of Aurora Document Imaging
-
Verifies mobile deposits daily
-
Performs other duties as assigned
Requirements:
EDUCATION &/OR WORK EXPERIENCE REQUIREMENTS
-
A minimum of 1 year experience in banking preferred – ex: bookkeeping, customer service, help desk, and/or operations functions
MENTAL & PHYSICAL REQUIREMENTS
-
Ability to sit/stand/kneel/bend/for extended periods of time. Developed interpersonal skills, ability to work under high pressure while remaining composed. Strong communication skills – both oral and written, with attention to detail, is critical. Organization, prioritization, and time management skills are needed.
COMPETENCIES
-
Jack Henry Silverlake Experience, proficiency in MS Office, problem solving/reasoning/analysis, familiarity with banking, and a thorough knowledge of policies, procedures, & regulatory pertaining reg E, proficiency in rules & regulations regarding Bank Secrecy Act, USA Patriot Act, & OFAC
