Overview The Universal Banking Representative I will engage with clients in a blended contact center environment consisting of interactive video, web chat, secure mail and online banking interactions. Client interactions will be handled through direct video, phone, email, live chat and other electronic forms of communication. The agent will toggle between video teller and online banking interactions. The agent will work as part of a team under the direction of the center manager and assigned team leads. The agent will be responsible for supporting department objectives through direct client interactions, adhering to quality standards, and performing light administrative tasks. A successful agent will be a client focused team player who is comfortable interacting with clients through video and other forms of client-facing technology such as email and live chat in order to complete banking transactions provide client service, support and recommending other products and services. The agent must be focused on the delivering of exceptional client service during each client interaction. Full-time associates are eligible for our benefit package that includes medical, dental, and vision insurance; 401(k) plan; company paid life insurance, short and long term disability insurance; company paid vacation, sick leave, holidays, and more. The position will remain open until a qualified applicant is hired. Principal Accountabilities Delivers Fast, Easy, and Personal client service consistent with company's standards with each client and associate interaction. Work as part of a team of client-facing associates who exhibit a strong professional and client-focused orientation in all client interactions. Provide front-line client support through multiple service requests or inquiries submitted through email, Secure Mail, Web Chat or other Digital Banking Channels. Receive, process, and fulfill client requests and product applications submitted through web forms, via email, fax, electronic support forms, and account applications, for all institutions. Representatives will work requests submitted through the web sites, outbound sales, and from the client care center. Process client support requests and inquiries including, but not limited to: Reg E inquiries, Stop Payments, ACH inquiries, Account Information. Close accounts, Password Resets etc. Perform all tasks necessary to establish new accounts: Perform all due diligence required for new accounts, process applications, and deliver fulfillment materials, and upload approved accounts. Perform all tasks necessary to process secured credit card collateral accounts and refer applications to the credit department for further processing. Maintain a personally professional and presentable appearance in all internal and external client interactions. Ethically conduct operational tasks related to protecting client and bank assets and related to regulatory compliance, including properly documenting account opening, completing logs and other records to document proper procedures, obtaining and ensuring the accuracy of all regulatory and procedural documentation. Protect client information and bank trade secrets and business records as confidential, and follow all company policies for communication with clients, vendors and associates. Adhere to specific quality standards, codes of conduct and professionalism. Be fully proficient in video teller and online banking tasks. Engage with clients professionally and friendly, providing a positive brand experience during each client interaction. Process bank transactions including check cashing, withdrawals, account inquiries and other transactions in accordance with bank policies and procedures. Maintain current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements, Employee handbook policies, and Operations, Audit, and Security policies through regular and thorough training. Assist with troubleshooting and issue resolution tasks associated with Interactive Teller Machines and liaise appropriately with center management, branch, operations, and IT staff in problem identification and resolution. Perform administrative tasks as assigned. Work with individuals in other departments (retail branches, client care, online banking, and client relations) to address Universal Teller Center customer service issues and escalations. Work a schedule commensurate with Retail Branch and Interactive Teller Machine hours of operation which may include evening and weekend shift assignments. Maintain customer confidentiality. Ad hoc duties as assigned. Regular attendance required, working at the worksite during regular business hours and/or assigned hours. This position is eligible for additional incentive compensation monthly, based on achievement of established incentive goals. Benefits Medical Vision 401(k) plan Short and long-term disability insurance Company paid vacation, paid leave and holidays Position Requirements Minimum Qualifications High school diploma or GED 1 year Customer Service, Retail or equivalent experience Familiarity with banking products and services Strong attention to detail and ability to complete work accurately. Proficient in basic office skills/equipment, including computer, email, ten-key calculator, copier, scanner/fax, typing, telephone, organization systems, and Microsoft Office suite of products. Ability to communicate effectively in person, on-screen, over the phone and in writing. Above average ability to think logically in order to analyze situations, resolve problems, and make sound decisions. Ability to solve problems while working directly with external and/or internal customers. Ability to handle multiple tasks simultaneously. Proficient at working with multiple computer and software systems. Familiarity and high comfort level with a variety of electronic forms of communication -- phone, video, social media, email, etc. Physical Requirements The work environment is typical of a standard office setting. Sedentary work; exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, walking and standing are required only occasionally. Talking; expressing or exchanging ideas by means of the spoken word. Activities must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. Hearing; perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make discriminations in recommending other products and services. The agent must be focused on delivering exceptional customer service during each customer interaction. J-18808-Ljbffr
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