Call Center - Banking

Job Description

Job Description

JOB TITLE: Client Support Specialist BRANCH/DEPARTMENT : Operations & Client Experience

FLSA : Non-Exempt REPORTS TO: Operations Manager

As a part of our culture, we have adopted qualities that are essential to the success of our team. Embracing diversity and always treating your coworkers and customers respectfully is paramount to maintaining our exceptional reputation.

Outstanding customer service is at the center of everything we do. Therefore, the skills essential to our success include excellent communication skills, problem resolution and follow-up, as well as attention to detail.

County Bank depends on you to be punctual, which shows your commitment to the team. Your absence from work has a ripple effect that ultimately impacts our customers and our reputation.

Being positive and open-minded regarding change and an eagerness to learn new skills will help you be successful in your journey with County Bank.

SUMMARY:

As a Client Support Specialist, you play an integral role in providing the highest level of service while assisting customers with their various banking needs. You will handle customer and employee inquiries in a courteous, timely, and professional manner while maintaining confidentiality and privacy and adhering to procedures and regulations.

ESSENTIAL FUNCTIONS:

Customer Service (both external and internal)
Function Includes: Fraud Prevention, Compliance, and Privacy Controls following CIP and KYC policy and procedures.

· Answer telephone and email inquiries from branches, departments, and customers regarding general banking, digital banking, debit cards, and mobile wallets.

· Routing telephone and email inquiries to branches, departments, and individuals.

· Assist customers with online, mobile, and telephone banking resets and questions.

· Online Business Activation Requests

· Debit Card Travel Alerts, Falcon Alerts, Hot Carding, EWB, Disputes, Chargebacks, and Card Ordering

Client Maintenance
Function Includes: Requests for Transaction or Fee Adjustments, Requests for Account Adjustments, Requests for Profile Changes, Address and Contact Change verifications, Return Mail, Reg E Opt-Ins/Outs,

Client Support Programs Processing

· ATM

· Cash Management including Remote Deposits

· Debit Cards

· Online Banking

· Online Account Opening

General Operations Duties

· Back up responsibilities for other Client Support and Deposit Operations personnel as assigned.

· Perform other duties as assigned.

· Reporting, Scanning, and Audit

· Support, Research, and Resolve Issues

· Support Change Management Projects and Items as necessary.

· Vendor Support and Ticketing

REQUIRED EDUCATION, EXPERIENCE, AND SKILLS:

• High school graduate or equivalent
• Customer service experience required
• Strong verbal communication skills
• Ability to interact positively with internal and external customers
• Ability to multitask with accuracy
• Strong computer skills

PHYSICAL REQUIREMENTS:

· Must be able to push, pull and lift, up to 25 lbs.

· Must be able to bend, stoop, and reach

· Must be able to be seated position for an extended period

We are a locally-owned independent bank serving southern Delaware since 1990. Our employees all live, work, and play here. We know our neighbors and help them as we all try to make this community a great place to live. We are members of the local churches, chambers of commerce, civic organizations, and little leagues. We participate in the local schools, parades, highway clean-ups, and local charities. These are all elements that contribute to making a strong community. At County Bank, we lend to local businesses and residents. We consider it a privilege to work with you and look forward to helping you to meet your financial needs in the future.

County Bank was chartered in 1990 and opened its doors for business July 9, 1990. This full service branch located at 19927 Shuttle Road, Rehoboth Beach, Delaware also serves as the corporate headquarters for the Bank.

On July 15, 1991, County Bank opened a full service branch at 25933 School Lane, Millsboro, Delaware. This branch is located in one of the most rapidly growing retirement areas in Sussex County.

On July 5, 1994, County Bank opened a full service branch at 100 East Masten Circle, Milford, Delaware. Milford is located in two counties giving us a presence in Kent County as well as Sussex County.

On July 23, 1999, County Bank opened a full service branch at 36754 Old Mill Road, Millville, Delaware. This branch gives us a presence in the south-eastern part of the county.

On September 24, 1999, County Bank opened a full service branch at 13 N. Bedford Street, Georgetown, Delaware giving us a presence in the center of the county.

On September 18, 2002, County Bank opened a full service branch at 1609 Savannah Road, Lewes, Delaware.

On December 9, 2004, County Bank opened a full service branch at 140 Broadkill Road, Milton, Delaware in order to give County Bank more presence in Sussex County.

County Bank’s success clearly demonstrates how much we have achieved since our beginning. We are deeply grateful to our employees and Board of Directors for their unfailing and dedicated service. Equally important, we are most grateful for the loyalty and confidence that our customers and shareholders continually give in support of our independent community bank.

Company Description

We are a locally-owned independent bank serving southern Delaware since 1990. Our employees all live, work, and play here. We know our neighbors and help them as we all try to make this community a great place to live. We are members of the local churches, chambers of commerce, civic organizations, and little leagues. We participate in the local schools, parades, highway clean-ups, and local charities. These are all elements that contribute to making a strong community. At County Bank, we lend to local businesses and residents. We consider it a privilege to work with you and look forward to helping you to meet your financial needs in the future.\r\rCounty Bank was chartered in 1990 and opened its doors for business July 9, 1990. This full service branch located at 19927 Shuttle Road, Rehoboth Beach, Delaware also serves as the corporate headquarters for the Bank.\r\r On July 15, 1991, County Bank opened a full service branch at 25933 School Lane, Millsboro, Delaware. This branch is located in one of the most rapidly growing retirement areas in Sussex County.\r\rOn July 5, 1994, County Bank opened a full service branch at 100 East Masten Circle, Milford, Delaware. Milford is located in two counties giving us a presence in Kent County as well as Sussex County. \r\rOn July 23, 1999, County Bank opened a full service branch at 36754 Old Mill Road, Millville, Delaware. This branch gives us a presence in the south-eastern part of the county.\r\rOn September 24, 1999, County Bank opened a full service branch at 13 N. Bedford Street, Georgetown, Delaware giving us a presence in the center of the county. \r\rOn September 18, 2002, County Bank opened a full service branch at 1609 Savannah Road, Lewes, Delaware. \r\r On December 9, 2004, County Bank opened a full service branch at 140 Broadkill Road, Milton, Delaware in order to give County Bank more presence in Sussex County. \r\r County Bank’s success clearly demonstrates how much we have achieved since our beginning. We are deeply grateful to our employees and Board of Directors for their unfailing and dedicated service. Equally important, we are most grateful for the loyalty and confidence that our customers and shareholders continually give in support of our independent community bank.