Customer Service Representative

EEO Employer

Availa Bank believes our people make a difference, and we recognize that individual differences and experiences strengthen our teams. Each member of our team is empowered to inspire and enable our clients and the communities we serve to achieve financial success.

This is not a remote position.

CUSTOMER SERVICE REPRESENTATIVE POSITION SUMMARY

The Customer Service Representative position is responsible for assisting customers with requests for bank services via phone, chat, and/or email. This position will handle basic inquiry calls, along with completing research for customers with internet and telephone banking issues. The Customer Service Representative will also handle a variety of daily tasks supporting processing and online banking functions.

BENEFITS

Availa Bank offers a rich selection of benefits you can personalize to support you and your family’s needs. Benefits may include:

• Medical, Dental & Vision Plans
• Option for Health Savings Account (HSA)
• Life Insurance (Company paid for employee)
• 401K and Employee Stock Ownership Plan (ESOP)
• Company Paid Short & Long Term Disability Insurance
• Flexible Spending Account (FSA) & Dependent Care
• Eligibility for Tuition Assistance and Discounts
• Employee Assistance Program (EAP)

CUSTOMER SERVICE REPRESENTATIVE ESSENTIAL DUTIES AND ACCOUNTABILITIES

1. Provides courteous and timely service to all customer needs from a variety of sources
2. Assist customers with routine account-related requests such as answering questions concerning accounts, statements, online banking features, and other customer needs as they arise 
3. Direct requests and/or callers to the appropriate staff or department throughout the bank
4. Cross-sell bank products and services to current and potential customers
5. Assist with processing functions such as creating new online banking letters, address changes in bill pay and online banking, verifying and reporting account balances, and completing Checkback processes
6. Respond to customer requests via email, telephone, and/or chat

CUSTOMER SERVICE REPRESENTATIVE ROLE QUALIFICATIONS:

Education

• High school diploma or equivalent required

Experience

• Accounting or banking experience encouraged

Other Skills and Abilities

• Demonstrated proficiency in typing with speed and accuracy; basic keyboarding skills are required  
• Exceptional oral, written, and interpersonal communication skills 
• with the ability to apply commonly understood knowledge to carry out instructions and instruct others, understand procedures, and write reports and correspondence 
• Must be able to multi-task in a fast-paced environment
• Maintain a complete understanding of regulatory and compliance policies and procedures
• Exhibit patience; remain personable and provide a positive experience
• Demonstrate a level of knowledge and skills equivalent to a Universal Banker I
• Must be able to work flexible hours and shifts

PM21