Internet Banking Support Rep I

Overview

The purpose of this job is to provide user support to Personal Online Banking and Mobile Banking customers.

Responsibilities

• Field incoming calls regarding customer payment inquires, including acting as the liaison between the customer and TMK’s bill payment service provider (CheckFree Bill Payment Services), investigating instances in which payments did not post correctly, and imposing stop payments to customer’s accounts
• Field incoming calls regarding log-on difficulty to the Personal Online and Mobile Banking Services. This involves taking action to change customer’s account security settings, creating temporary passwords, and answering questions regarding Secure Access Codes (SAC)
• Load new Personal Online Banking enrollments for new customers by reviewing customer personal information for accuracy and security purposes
• Perform daily account maintenance for Personal Online Banking customers including changing addresses, adding features to customer’s existing service, and maintaining a “closed account report” for TMK
• Respond to Personal Online Banking e-mails regarding miscellaneous account questions and handle requests to add accounts to the existing Personal Online Banking account
• Image all documents i.e, recorded account maintenance, and added account numbers, etc. to the Personal Online Banking file
• Perform additional duties as assigned.

Qualifications

• High school education
• One to two years of customer service experience which may include the following:
• Teller/FSR OR other face-to-face equivalents
• Customer contact center experience
• Other relevant experience pertaining to customer service
• In-depth knowledge of personal computers (hardware & software)
• Knowledge of Smart Phones and other Mobile devices
• Knowledge of Online bill pay services and money management services (i.e. Quicken and Mint)
• Knowledge of spreadsheet and word processing software
• Excellent communication skills
• Must pass Customer Contact Simulation
• Excellent interpersonal skills
• Time Management skills to prioritize tasks
• Knowledge of Trustmark’s Personal Online Banking Service preferred
• Knowledge of bank systems, i.e., On Demand, M&I Deposit/Loan systems, Lotus Notes and Atlas preferred

Physical Requirements/Working Conditions: Must be able to sit or stand for long periods of time and use a computer keyboard and/or mouse, while viewing computer screens. Must be able to lift at least 20 pounds in order to process boxed or bagged coins.

Note: This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.

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