E-Services Associate

Job Description

Job Description

United Community Bank is looking for an E-Services Associate. This position acts as a primary contact and assists customers and bank employees with the setup and maintenance of E-Services, including Online Banking, Mobile Banking, E-Statements, BillPay, Cash Management and other electronic banking programs utilized by the bank. Also assists customers and bank employees with issues regarding debit, credit and prepaid cards. Assistance is generally provided over the phone.

Essential Duties and Responsibilities:

• Accurately verify customer information using customer data base software
• Assist all customers with inquiries regarding their account(s), balances, statements, and general information
• Promptly answer, screen, and forward incoming phone calls as required
• Troubleshoot and research issues related to the bank’s electronic products and services
• Work the E-Services folder for items and requests from our customer base that need to be completed to assist with their financial needs
• Work fraud alerts
• Work returned mail and closed account reports
• Process incoming and outgoing wires
• Perform daily and monthly balancing
• Assist with business cash management setups and customer issues
• Serve as a backup to the call center
• Develop and maintain effective working relationships at all levels by proactively participating and contributing to a positive work environment, controlling emotions and temperament, and exhibiting courteous, respectful, and professional behavior at all times
• Maintain familiarity with bank products and services
• Maintain familiarity with all regulatory standards
• Maintain familiarity with and uphold all Bank policies and procedures
• Complete all training requirements as assigned
• Other related duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Computer Requirements:

• Proficiency in Microsoft Office (Word, Excel, Access, and Power Point)

Education/Experience Requirements:

• High school degree or equivalent

Additional Requirements:

• Previous customer service skills preferred
• Strong attention to detail and accuracy
• Strong time management and organizational skills
• Ability to practice discretion and handle confidential information in a professional manner
• Ability to handle sensitive and confidential situations and comprehend the level of confidentiality that comes along with the position and protecting employee's, customer's and bank information
• Problem Solving/Analysis skills
• Ability to communicate effectively and professionally with customers and coworkers
• Ability to read, write and comprehend simple instructions, short correspondence and memos
• Ability to perform basic mathematical calculations and to work with mathematical concepts and apply them to work situations
• Ability to manage and execute more than one task at a time
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to independently perform duties, establish priorities and meet deadlines with limited supervision
• Ability to adhere to safety and compliance regulations and procedures
• Ability to explain the benefits of bank products and services and answer customer questions regarding these products and services
• Knowledge of financial institution regulations
• Ability to exercise sound judgement that is consistent with established policies, procedures and business practices

Attendance Requirements:

Employees are expected to report to work as scheduled, on time and prepared to start work. Employees are expected to remain at work for their entire work schedule. Late arrival, early departure or other absences from scheduled hours should be avoided.

Certificates, licenses, or registrations:

• None required

Working Conditions:

This job operates in a clerical setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical requirements:

• Requires bending, stooping or standing as necessary
• Requires the ability to hear, speak and/or signal people
• Effectively communicate verbally, in writing, and in English
• Requires manual dexterity, typing, and the ability to key in transactions
• The employee may occasionally lift and/or move up to 25 pounds