Digital Customer Service Specialist

Overview

Customer support for Business, Personal Online Account opening and Online Loans. Responsible for working/monitoring all incoming online loan and deposit accounts daily through the system consoles and the onboarding of the accounts thereafter. Reach out to all business loan customers to ensure the loan is an authentic request and collect beneficial ownership requirements.

What You'll Do

• Focus on delivering first call resolution
• Analyze account data received in to the OAO and Minute Lender console including risk arms to identify accounts to be declined or commenced
• Analyze loan data received in the Online Loan console including but not limited to customer data and beneficial ownership documentation in order to remain compliant
• Pull daily reports for account monitoring
• As needed review and process NSF items daily by the established deadline
• As needed review DDA and SAV account exceptions daily
• As needed review DDA and SAV deficit balance reports weekly
• As needed review DDA and SAV non-post daily
• As needed review Zero balance accounts daily
• Maintain the onboarding customer process
• Follow maintain processes and procedures for each working area within the OAO consoles
• Maintain tracking of the onboarding process of each new account
• Review account transaction history for accounts opened within the online portal to monitor for fraud placing holds on funds as needed
• Support any additional products, services, features, digital channels, etc.
• Customer correspondence to collect required support documents for all account types
• Conduct customer outreach in order to determine customer needs for cross-sell of bank products and services
• Support customers via all support channels during high call volume events including but not limited to mergers
• Other duties as assigned

Requirements For Success

• High School Diploma or equivalent required
• Minimum 3 years in Customer Contact Center environment or financial industry experience preferred
• Ability to analyze reports and report analytics to the Digital Branch Manager
• Proficient in email, chat and other forms of electronic communication
• Demonstrated ability to make informed decisions quickly and accurately while weighing risk for the bank
• Extensive knowledge of bank products and services, procedures, and internal systems
• Knowledge of account styling and required documents
• Attention to detail, interpersonal skills and time management
• Self-directed with excellent organizational skills, ability to perform without direct supervision
• Ability to write and communicate processes and procedures
• Demonstrates the company culture; continuous learner
• Self-starter
• Proficient follow-up and follow-through
• Strong written and verbal communication skills
• Ability to work a flexible, rotating schedule
• Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc

Conditions of Employment

• Must be able to pass a criminal background & credit check

• This is a full-time, non-remote position that requires schedule flexibility to work evenings and weekends as needed.

FLSA Status: Non-Exempt

Ready to take your career to the next level? Apply now and become a vital part of our team!

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Pay Range

USD $32,146.00 - USD $45,185.00 /Yr.