ATM LIVE SPECIALIST

Job Description

Job Description

Description

GENERAL SUMMARY:
Handles customer ATM live calls providing outstanding customer service. Makes every effort to answer customer questions and resolve issues. Educates the customer about Bank products and services, and cross-sells other products based on customer needs. Reviews Mobile and ATM deposits, SSI and Accuity research, reviews old routing numbers, and performs various other review functions.  

 
COMPENSATION: $22.00 - $24.00 Hourly

1. Provide customer service by performing a broad variety of duties assisting customers with account transactions, account questions, statement reconciliation, research requests, problem resolution, debit card matters, deposit item returns, overdraft protection options, account maintenance and various other duties. 
2. Maintain full knowledge of personal and business banking products, services offered and rates for multiple charters and markets.  Keep updated and knowledgeable of all banking regulations, procedures, and bank policies applicable to the job function.
3. Listen to customer needs; educate and promote products including online banking, bill pay and mobile banking. 
4. Accurately enter or confirm customer information into database; initiates and/or completes proper request forms and procedures in assisting customers. 
5. Review Mobile and ATM deposits.
6. Process Accuity and SSI requests via online portal.
7. Review Non-Post resolutions daily after the update.
8. Review various reports as assigned.
9. Old routing number review and reports.
10. Ability to maintain regular and reliable attendance with the ability to work FLEXIBLE hours, including evenings and weekends.  
11. Perform other duties assigned. 

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of banking products and procedures
• Skill to operate a PC and keyboard with accuracy and speed 
• Ability to have excellent telephone and video communication skills 
• Ability to problem solve
• Ability to perform data entry and basic computer skills 
• Ability to work under pressure and have constant interruptions while doing assigned responsibilities 
• Ability to maintain a high level of confidentiality 
• Ability to function as a team player

BENEFITS:

• Benefits for employees working at least 35 hours per week include 8 paid holidays; 17 PTO days each year for the first five years of employment (employees must complete 90-day introductory period prior to accruing PTO); 16 hours of paid sick time upon hire date; health, dental, prescription drug card, vision, and voluntary life insurance plans; health savings account with employer contributions; flexible medical and dependent care spending plans; 401K plan after 3 months and start of next quarter with employer contributions and profit sharing; $50,000 group term life insurance; long term disability insurance and employee assistance program.  If working less than 35 hours per week, above benefits are modified.

EDUCATION AND EXPERIENCE :

• High school graduate or equivalent
• 1 year of prior banking experience or equivalent is generally expected. 
• 1 year of customer service experience preferred but not required

PHYSICAL REQUIREMENTS:

NOTE: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills, required of personnel.