Digital Customer Service Representative

Job Description

Job Description

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all: our employees, customers and communities.

Responsibilities

Works well independently under minimal supervision while being primarily responsible for reviewing online deposit applications for Online Account Opening. Provide quality customer service on the telephone and online. Assist with administration of the Meridian Link application. Promote and sell bank products and services as applicable.

Essential Duties:

• Strong understanding of Meridian Link, XPerience, Argo, and other systems necessary to perform responsibilities.
• Maintain strong knowledge of account opening processes, CIP, and heightened awareness of BSA/Fraud risks associated with opening an account, when not face-to-face with a customer.
• Provide input for administration of the Meridian Link system and related procedural documentation.
• Monitor queues of incoming Online Account Opening deposit applications.
• Review applications for acceptance/declination.
• Redirect concerns to BSA/Fraud for input on decisioning as directed by Team Leader.
• Track receipt of opening deposit funds (checks, ACH, transfers, credit card processing)
• Onboard customers through account opening process (i.e., order checks, debit card, follow-up welcome calls and/or letters, etc.)
• May approve overdrafts for online banking customers.
• Assists and cooperates with branches, operations, electronic banking and other departments to provide service, solve problems and achieve bank goals
• Determines customer needs, explains and sells products based on customer inquiries
• Provides assistance to customers using quality service standards. Assists customers with requests and problems by telephone and online. (Such items may include stop payments, balance discrepancies, loan information, etc.)
• Work to achieve bank sales goals during follow-up calls and letters
• Determine and refer future prospecting efforts to applicable employees based on customer inquiries.
• Perform special projects or handle specific administrative tasks as assigned by Branch Administration Management.
• Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.

Ancillary Duties:

• As an integral member of the Bank and Branch Administration, this position is also responsible to provide assistance wherever necessary to assist the Bank and department in achieving their goals.

Qualifications

Education/Training/Requirements:

• A High School Diploma or equivalent; internal product knowledge seminars.
• All applicants must be 18 years of age or older.

Skills:

• Accuracy, proficient math, excellent oral and written interpersonal and communication skills
• Thorough knowledge of Bank products and strong knowledge of account opening process (including CIP, BSA/Fraud)
• Strong decision making skills.
• Aptitude for and interest in understanding software programs.

Experience:

• A minimum of three (3) years branch customer service experience required.