Provide quality member service by responding to member digital banking requests and inquiries. Assess service required and resolve members discrepancies. Perform transactions and communicate with members by phone or electronically. Receive inbound Digital Banking telephone calls and serve as backup to the Telephone Sales & Services Representative function as needed. Responsible for reviewing/opening online membership applications and secondary accounts.
Essential Duties
Provide members with an exceptional service experience by responding pleasantly, professionally and efficiently to all telephone, remote secure messages (digital banking and mobile banking) and email correspondence.
Support and provide superior service through various channels of communication to include telephone, digital banking secure messages, Synapsys support tickets and internal and external emails.
Serve as first tier of support for troubleshooting user issues with digital banking, bill pay, mobile banking, P2P, and other electronic channels.
Monitor Digital Banking activities through tracking and reporting.
Review and approve requests to add secondary subscribers and additional accounts to pay bills, including researching late payments.
Review cases with iPay on behalf of the member for bill payments paid electronically.
Review and work cases in Q2 Sentinel / Q2 Patrol (Multi-Factor Authentication) triggered by unusual activity.
Review and approve online membership and secondary accounts within department goal.
Unblock users based on including resetting secure access emails and phone numbers and deactivating users.
Responsible for creating, updating and maintaining desk procedures relating to Digital Banking.
Remove access for “external transfers” using Q2central due to non-sufficient ACH transactions.
Review fraudulent activity alerts and approve within established parameters.
Maintain current and extensive knowledge of products and services offered within the organization.
Facilitate Digital Banking training to appropriate personnel as needed and ensure communication such as changes, updates etc. are disseminated to staff.
Serve in the capacity of Telephone Sales & Services Representative, as needed to handle inbound Digital Banking calls.
Place outbound calls to resolve member inquiries and research requests.
Exercise the flexibility to work various shifts, to include early mornings, evenings and weekends to meet department staffing requirements with limited notice on a short and/or long term basis.
Remain cognizant of and adhere to Andrews Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.
Interact with co-workers, managers and members in a positive and professional manner which projects a positive image.
Perform other duties as assigned.
Qualifications
High school diploma, GED, or equivalent required.
Requires two years’ experience in a financial institution, which would have included at least one year of Digital Banking experience.
Demonstrate ability to communicate in writing on a highly professional and proficient level. Exceptional customer service skills.
Must possess excellent computer navigation skills, a high aptitude for online banking applications and a working knowledge of MS Office Word, Outlook, and Excel.
Must possess excellent organization skills, attention to detail, problem-solving skills, the ability to work independently, as well as a member of a team in a fast-paced environment.
Excellent written, verbal and interpersonal communication skills.
Requirements
Hourly Pay Range: $21.78 - $26.00
Requires the ability to sit at a desk and computer for extended periods of time.
Requires the ability to operate a variety of office equipment, including a personal computer with Microsoft Office.
Benefits
12 paid holidays a year including your birthday.
Affordable healthcare plans and Employer Paid FSA accounts.
Career development, training opportunities, career coaching, and tuition reimbursement.
Retirement plans with a competitive matching option.