Contact Center Associate

Overview Department: Deposit Operations Reports To: Deposit Operations Coordinator Supervises: None Last Updated: 04.15.2025 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. Provide customer support and employee training and participate 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 Requsted 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 Give product demonstrations to customers as needed. Process and fulfill audit requests. Understand and follow bank/department regulations, policies, and procedures, and participate 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 a 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. Additional Information Full-Time/Part-Time Number of Openings: 1 Shift: Days Req Number: BRA-26-00001 Category: Branch & Deposit Operations Hours per week: 40 This position is currently accepting applications. EOE Statement: Superior National Bank is an equal opportunity employer that does not discriminate on the basis of race, religion, national origin, ancestry, age, color, sex, gender, gender identity, gender expression, physical or mental disability, medical condition, pregnancy, military or veteran status, marital status, sexual orientation, genetic information or other characteristic protected by applicable law. If you have a disability that impairs your ability to be considered, interviewed or tested for a position, please let us know what accommodations you may require. #J-18808-Ljbffr Superior-National-Bank