Contact Center Associate

Contact Center Associate

Superior National Bank approaches every day with the philosophy that we 'Grow Your Future.' Our employees are instrumental in helping us achieve that goal. As an organization, we value the efforts of our employees as they strengthen our pillars of trust through the great work that they do. Each member of our team plays an integral role in supporting the overall success of the organization. We try to create a work environment that supports employee development and engagement by staffing our locations with honest, hard-working people who truly care about one another, their customers, and our community. If this describes a culture that appeals to you, we invite you to apply to join our team. Thank you for your interest in becoming a team member of Superior National Bank!

Tags: customer service, customer contact, support, digital & payments, ACH, wire origination, Reg E, remote deposit capture, OLB, NACHA, multi-tasking, professional

Superior National Bank is an equal opportunity employer that does not discriminate on the basis of race, religion, national origin, ancestry, age, color, sex, gender, gender identity, gender expression, physical or mental disability, medical condition, pregnancy, military or veteran status, marital status, sexual orientation, genetic information or other characteristic protected by applicable law. If you have a disability that impairs your ability to be considered, interviewed or tested for a position, please let us know what accommodations you may require.

Location: Hancock

Summary: Primary focus is on managing customer contact and support. Participates in the day-to-day operations of the department.

Major Duties & Responsibilities:

• Manage inbound calls in a timely and professional manner.
• Strong focus on identifying customer needs, clarifying information, and issue resolution.
• Assist customers with account questions, statement balancing, product support, and account maintenance.
• Act as an ambassador of our digital products.
• Quickly identify needs to route customers to appropriate resources.
• Communicate with customers through multiple channels.
• Provides customer support and employee training and participates in the overall digital strategy for the bank.
• Monitor customer enrollment into OLB products.
• Manage the Online Account Opening applications.
• Review various department reports.
• Monitor fraud systems for potential check and deposit related fraud.
• Review fraud suspect items and contact customers to determine if further action is required.
• Review/ Approve ATM/Mobile deposit exceptions.
• Manage Req E Disputes.
• Manage the Deposit Scanning 'To be Indexed' Folder.
• Review and fulfill asset verifications.
• Perform a variety of account maintenance, including but not limited to: flagging accounts, changing customer status, deactivation of eStatements, address changes.
• Gives product demonstrations to customers as needed.
• Process and fulfill audit requests.
• Understands and follows bank/department regulations, policies, and procedure, and participates in all compliance-related training.
• Other duties as assigned.

Education & Experience:

• Excellent communication skills, including verbal, phone, written, listening, and people/soft-skills.
• Ability to move appropriately and quickly between variety of communication channels including phone, chat, text.
• Strong comfort level with technology and digital banking products.
• Professionalism.
• Ability to multi-task.
• High attention to detail.
• Strong investigative and problem-solving skills.
• Basic understanding of Regulation E, BSA, and NACHA Rules.
• High school diploma.

Full-Time/Part-Time: Full-Time

Number of Openings: 1

Shift: Days

Category: Branch & Deposit Operations

Hours per week: 40

This position is currently accepting applications.