Operations Specialist-Client Solutions

Position Overview

This position is responsible for providing timely and effective quality service to clients and bank personnel relating to various operational functions across our Enterprise Payments Operations team. The nature of your daily work will vary based on the business need. This position is critical to the success of our organization, as you will have an advanced understanding of a variety of positions within the organization and the ability to assist with multiple support functions.

These functions include but are not limited to: handling high volume external and internal client calls, online and mobile banking support, wire transfer processing, credit and debit card processing and support, check card disputes, account reconciliations, and various reporting.

Primary Duties and Responsibilities

• Consistently delivers outstanding client service; providing premiere client satisfaction with a friendly demeanor, can-do attitude, and willingness to help at all times.
• Acts as a cultural ambassador to internal and external clients, providing a professional, exceptional, and supportive experience with each interaction.
• Obtains strong working knowledge of credit card and debit card programs (processing, maintenance, rewards programs, risk, fraud and reconciling) and wire transfer processing (domestic/international, both incoming and outgoing) to perform daily tasks.
• Answers and assesses client issues by asking detailed questions to determine the best step for resolving the inquiry.
• Conducts research and troubleshoots, prior to escalation (when needed).
• Authenticates clients and complies with all company guidelines to protect the bank and clients from exposure to loss, fraud and identity theft.
• Provides support to office/bank personnel with tasks/functions associated with various operational departments.
• Develops rapport with internal and external clients by being proactive and timely with requests and problem resolution and displaying a caring attitude to assist clients in identification of their needs/issues.
• Works well in a team environment and interacts with co-workers and management in a positive manner.
• Maintains a position of trust and responsibility by keeping all clients' business confidential.
• Demonstrates knowledge of Bank policies and procedures and takes responsibility to keep up to date on any changes.
• Adapts interpersonal style to highly diverse individuals and groups in a range of situations.
• Anticipates change and adjusts plans and priorities accordingly.
• Communicates effectively with all organizational levels.
• Participates in training programs to continuously improve product knowledge and service skills.
• Works well under pressure to successfully handle a high volume of calls by multi-tasking, prioritizing, and seeking solutions.
• Flexibility with scheduling and will be cross trained to support functions that will support the department, as needed.

This job description reflects management's assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.

Minimum Qualifications

• 1 year of client service experience
• High school diploma/GED
• Strong verbal and written communication skills
• PC proficiency, especially with Microsoft Office suite of products
• Must be self-motivated and proactive

Preferred Qualifications

• 2-year degree preferably with a business or finance focus and/or equivalent combination of education and experience
• Experience working in a banking environment
• Experience in accounting/balancing or equivalent
• Experience of Fiserv Premier software system
• Client phone service experience
• Experience working in support areas, such as Deposit Operations, Wire Transfers, Client Support

Our Way

Preserve and enhance our culture in which the values of honesty, integrity, confidentiality, trust and respect are the underlying principles by which we work

Make a meaningful difference in our community through our service and financial support

Maintain a safe and sound institution that operates in conformity with the spirit as well as the letter of all applicable laws, rules and regulations, and to maintain open and forthright communication with our regulators

Benefits

You will have the opportunity to participate, subject to the terms and conditions of the respective plans, in a comprehensive package of benefits. As a highlight:

• Eligibility for health, dental, vision, life and disability insurance coverages
• Retirement Plan - 401k with matching
• ESOP- Employee Stock Ownership Plan
• Time away from work vacation time, sick time and holidays
• Paid parental leave
• Tuition Assistance
• Professional development opportunities

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