Responsible for promoting business for the Bank and maintaining good customer relations by performing as an active member of the Direct Banking Center team: responding to telephone and email inquiries and processing inquires, i.e., debit cards, online banking, telephone banking, balance questions, new accounts, loan questions, loan applications, account issues, etc.; perform point of sale processing where appropriate for all types of new accounts and loan applications; identify and refer prospective customers to the Wealth Management area of the bank.

• Ensure all bank center activities are in compliance with established policies and procedures.
• Identify and act on cross-selling opportunities.
• Ensure customer account information is properly recorded on computer system and all paper documents are appropriately filed.
• Respond to customer inquiries regarding online banking, mobile banking, telephone banking and debit cards including unlocking access and providing temporary passwords; recognize and escalate issues.
• Assist customers with debit card disputes.
• Email inquiries: respond, resolve, and troubleshoot questions / issues that meet response time and quality goals.
• Bill Payment: Interact with vendor, payees, and Electronic Banking employees to research payment issues.
• Activate debit cards for Google Pay and Apple Pay in MasterCard Connect.
• Uncover root cause of problems, correct accounts, and communicate actions taken.
• Respond to phone inquiries and email inquiries on products, services, and alternate delivery channels.
• Navigate system applications as needed to resolve inquiries.
• Perform and process account maintenance, fulfillment requests, research requests, debit card limit increases and travel authorizations as well as hot card cards, etc.
• Actively makes Referrals to the Wealth Management area of the bank.
• Document customer transactions utilizing Quest.
• Maintains a thorough knowledge of the features and benefits of all the Bank’s products and services in order to determine how best to meet the customer’s needs.

Position Requirements

• Three to five years of personal/universal banker experience
• Proficiency in the Microsoft Office Suite with strong experience in Excel & Word
• Strong oral and written communication skills as well as active listening
• Consultative sales skills
• Ability to multitask and prioritize in a fast-paced environment
• Strong cross selling ability

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance

Physical setting:

• Office

Schedule:

• 8 hour shift
• Day shift
• Weekend availability

Work Location: One location

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