Customer Service

Summary: Provides exceptional customer service while serving as a primary support resource for:

• Electronic Banking, Debit Card Services, Bill Payment Systems, and Fraud Prevention activities.
• Assist customers and employees with online banking, mobile banking, debit card administration, transaction research, electronic payment services, and related customer service functions.
• Ensures the accuracy of debit card maintenance, supports fraud detection and prevention efforts, and acts as a liaison between customers, branches, Treasury Services, Payments, and other bank departments.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Assist customers in the online banking enrollment process, help customers with questions and issues regarding Online Banking and Bill Payment
• Assist customers with mobile app questions and concerns
• Greet customers warmly and ascertain problem or reason for calling.
• Effectively manage large amounts of incoming calls.
• Assist customers with routine account related requests such as: funds transfers, stop payments, inquiries about bank products and service charges, loan payments, and inquiries about checking and savings account transactions.
• Monitor the banks email address, resolve concerns, or forward to branch when necessary
• Research and resolve customer problems, acting and the customer liaison between other bank departments as necessary
• Back up debit card department as needed