First Bank
  • 09-May-2018 to 08-Jul-2018 (EST)
  • Business Support
  • Wilmington, NC, USA
  • Hourly
  • Full Time

Comprehensive Medical, Dental, Vision Insurance. 401k Plan with generous Employer Match, Short and Long-term Disability Insurance. Employer provided Life and Accidental Health and Dismemberment Insurance, Voluntary Supplemental Life Insurance coverage, Health Care and Dependent Care Flexible Spending Accounts,Paid Vacation, Paid Time Off, Family-oriented culture that values work/life balance.


POSITION SUMMARY

The position of Business Support CSR I is responsible for providing efficient and effective service to customers, prospective customers and branch personnel via inbound telephone calls, email requests, secure messages, chat or other avenues approved by the Bank. The position provides first call resolution for all small business/commercial/treasury banking inquiries, Online Banking (Small Business and Commercial/Treasury), Positive Pay, Remote Deposit Capture and Bill Pay products. Service support also includes preparing stop payments, processing telephone transfer requests, and performing routine operational duties as directed.  In addition to service support for these customers, potential cross-sell opportunities should be identified and referred to the appropriate department.  Incoming calls are received from customers in multiple states.  This incumbent should be a customer service oriented, fast learner and able to work in a fast paced environment and handle extremely confidential information. The position provides setup and training for all Small Business/Commercial/Treasury Services products and performs routine operational duties as directed.

 

ESSENTIAL FUNCTIONS

  • Answer Small Business/Commercial/Treasury customer inquiries including, but not limited to: account balances; general loan inquiries; stop payment and address change requests; fee/charge refunds.
  • Assists customers with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit enrollment/check deposit; Remote Deposit Capture setup/troubleshooting; Positive Pay, Lock Box, Bill Pay enrollment/payment processing training, e-Statement enrollment, external transfers, personal financial management and overall troubleshooting.
  • Schedule and conduct training with commercial customers processing online Wires, ACH transactions, Remote Deposit Capture, and Positive Pay.
  • Work closely with the Treasury Services team for troubleshooting commercial customer questions and concerns.
  • Returns customer phone messages from after hours.
  • Research and respond to secure/unsecure customer messages.
  • Performs account transactions including, but not limited to: payments & transfers.
  • Assists customers with Telephone Banking inquiries including, but not limited to: password resets; basic system training; and basic troubleshooting.
  • Train on new products/services as implemented in order to be knowledgeable of same for overall customer and branch support.
  • Cross train on advanced products/services as needed for support of overall team needs and for potential advancement.
  •  Recognize and evaluate cross-selling opportunities through customer profiles and account detail information.
  •  Provide, present and promote Service Excellence to all external and internal customers.
  • Completes annual compliance courses.
  • Completes other training as assigned.

 

ADDITIONAL RESPONSIBILITIES

  • Adheres specifically to all corporate policies and procedures.  Also adheres to Federal and State regulations and laws including the Bank Secrecy Act.
  • Performs additional duties and responsibilities as directed.

GENERAL QUALIFICATIONS

Knowledge & Experience: These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

  • Associates Degree; or the equivalent combination of education and experience. Work related experience should consist of duties in a business environment.  Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.
  • Intermediate knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
  • Excellent organizational and time management skills. Ability to work with minimal supervision. Ability to prioritize work and responses to customers.
  • Intermediate skills in computer terminal and personal computer operation; mainframe computer system, word processing, spreadsheets, web-based programs and specialty software programs.
  • Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions.  Application of Active Listening to effect problem solving for customer inquiries.
  • Additional preferred skills include customer service, product knowledge, quality focus, problem solving, attention to detail and documentations, conflict resolution, information analysis, and multi-tasking.

Preferred Skills:

Analytical Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs procedures as needed.

Problem Solving Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.

Customer Service Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.

Judgment Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Escalates issues to management as appropriate.

Planning/Organizing Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.

Quality Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Efficiency Demonstrates accuracy and thoroughness; looks for ways to improve efficiency while balancing quality and service excellence; Applies feedback to improve performance; Monitors own work to ensure effective use of time.

 

Physical Demands/Work Environment: Vision, hearing and speech are required. Individual must have the ability to work with detailed information in a concentrated manner.

The environment for this position is an open office that is mostly clean and comfortable. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 25 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, calculator, personal computer, and related printers.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Mental Requirements: Vision, hearing, and speech are required. Individual must have the ability to work with detailed information in a concentrated manner. The ability to utilize the computer and/or calculator is necessary.

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, training, multiple concurrent tasks, and constant interruptions

First Bank
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