Contact Center Associate

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 #J-18808-Ljbffr Superior National Bank