Description:
GENERAL DESCRIPTION
The Bookkeeping/Debit Card Telephone Representative is directly responsible for being the primary point of contact for providing telephone customer service support/assistance to the bookkeeping function regarding customer account related inquiries. In addition, this position administratively assists the Bank Card Operations & Fraud Specialist with debit card fraud duties. This position reports directly to the Cashier.
DUTIES & RESPONSIBILITIES
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Performs as the primary point of contact for incoming calls directed to the bookkeeping department
- Assists customers over the telephone with routine account-related requests; researches and resolves account service inquiries/issues; and responds to client inquiries promptly, effectively, and professionally, with a positive attitude
- Assist with debit card inquiries and fraud cases, including review of fraud claims to determine if transaction was actually fraudulent
- Utilizes marketing techniques to build relationships by actively cross selling and marketing new and existing products and services to current and potential customers
- Performs Cash Management daily file submission and verification callbacks
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Assists with stuffing of statements & notices
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Performs other duties as assigned
Requirements:
EDUCATION &/OR WORK EXPERIENCE REQUIREMENTS
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A minimum of 3 years’ experience in banking – ex: bookkeeping, data entry, help desk, and/or operations functions
MENTAL & PHYSICAL REQUIREMENTS
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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
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Jack Henry 20/20 Experience, proficiency in MS Office, problem solving/reasoning/analysis, familiarity with bookkeeping and banking, and a thorough knowledge of policies, procedures, & regulatory pertaining to debit & credit cards, proficiency in rules & regulations regarding Bank Secrecy Act, USA Patriot Act, & OFAC.
