Community Banker, Interactive Services

 Client Service and Interactive Banking

• Provide clients and bank employees with prompt, accurate, and courteous service through inbound telephone calls, online chat, website inquiries, client contact forms, and other approved communication channels.
• Assist with a variety of inquiries and requests regarding debit/credit cards, account transactions, online/mobile banking, opening new deposit accounts via online channels, etc.
• Process teller transactions through the Bank’s interactive teller channel to include check cashing, deposits, fund transfers, withdrawals, etc.
• Authenticate clients and process requests in accordance with Bank procedures, transaction limits, privacy requirements, and fraud-prevention controls.
• Document client interactions, service requests, unresolved issues, and follow-up actions in the Bank’s approved systems.
• Escalate complex, unusual, or unresolved matters to the Interactive Services Team Leader or other defined escalation points.
• Flexible with schedule to include rotating weekly shifts between the hours of 7:45am-6:15pm and rotating Saturday shifts from 8:45am-1:15pm.

Relationship Support and Referrals

• Build positive relationships with Bank clients by delivering responsive, accurate, and professional service.
• Make timely referrals to branch, lending, treasury management, insurance, or other Bank personnel when a client’s needs require additional expertise.
• Identify client needs arising during service interactions and explain appropriate Bank products and service options within established guidelines.

Compliance

• Comply with the Bank Secrecy Act, Anti-Money Laundering requirements, Customer Identification Program requirements, Office of Foreign Assets Control requirements, applicable consumer-protection requirements, and all Bank policies and procedures.
• Follow established client-authentication, information-security, privacy, fraud-escalation, transaction-limit, and dual-control procedures.
• Promptly report suspected fraud, unusual activity, client complaints, processing errors, and system issues through established escalation channels.

• Minimum education level of HS diploma or equivalent.
• At least two (2) years of customer service experience relative to the job. 
• Two (2) years of financial services industry experience preferred.
• Excellent written and verbal communication skills.
• Comfortable communicating with clients primarily over the phone or video.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Detail oriented with ability to work in a fast-paced environment managing multiple priorities.
• Team player with positive, professional attitude.