SUMMARY
- Assist First Security Bank customers with basic support of internet Banking, Mobile Banking, Credit Card and ATM/Debit Card Customers. Receive inbound calls, make outbound calls to assist customers with their requests and offer products and services. Resolve customer issues or successfully transfer them to Tier 2 support for additional assistance.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Maintain strict privacy regarding customer account information. Maintain customer confidence and protect bank operations by keeping information confidential. Abide by company standards when communicating orally or in writing.
- Provide customers with exceptional customer service and executes operational excellence. In person: Greet every customer with a smile, maintain eye contact, call them by name, stay connected in conversation and let them know they are appreciated. When on the telephone: Speak with a smile, call them by name, stay connected in the conversation and let them know they are appreciated.
- Constantly communicate and exchange information with external and internal customers. Ability to use common sense understanding in order to carry out detailed written or oral instructions. Ability to articulate effectively with customers.
- Daily consistent duties pertaining to Online Banking, Credit Cards, Debit Cards, Gift Cards, POPMoney and Bankway include but not limited to:
Night Call Center Operator Duties: Below listed job duties with the exception of handling internet banking messages or unlock customers from fsbankcards.com.
Online Banking
- Look up/Change an Online Banking Access ID
- Reset a Passcode to a Temporary Passcode. Re-enable Access
- View Customer Session/Statements/Check Images
- Send/Visually Read Secure Messages
- Assist with Mobile Enrollment and with E-Statement Enrollment
- View Mobile Deposit items
Credit Cards
- Look Up the Last Digit on the Card
- Look at Any Pending Items, Declined Items, and Cleared Items
- Verify if a Card Has Been Renewed or Activated
- Verify last Payment Received and How Much It Was
- Verify Owners/Address/Phone Number on File
- Look at Any Pending Items, Declined Items, and Cleared Items
- Hot-Card and Unblock a Card
- Reset a PIN (Online Banking Request ONLY) and reset PIN Fails on debit card
- Increase a Debit Card/ATM Limit
- Submit a Real-Time Exclusion
- Temporarily Remove a BIN Block
- Place Travel Notifications
Debit Cards
- Look at Any Pending Items, Declined Items, and Cleared Items
- Verify if a Card Has Been Renewed or Activated
- Hot-Card and Unblock Card
- Reset a PIN (Online Banking Request ONLY) and reset PIN Fails
- Increase a Debit Card/ATM Limit
- Submit a Real-Time Exclusion
- Temporarily Remove a BIN Block
- Place Travel Notifications
- Ability to use mathematical skills using money (add, subtract, multiply and divide numbers) required.
Gift Cards
- Look at Any Pending Items, Declined Items, and Cleared Items
- Unblock A Card
VRU
- Re-Enable a Locked Access
- Reset the 6-digit PIN
Bill Pay
- Look up Payments
- Place a Stop-Payment (send request to Online Banking)
- Open a Case on Late Payments (send request to Online Banking)
- Provide Proof of Payments
Bankway
- Look up Account Transactions
- Place a Stop-Payment
- View Statements/Check Images
- Verify Pending Items
- Complete Telephone Transfers
- Complete Loan Payments
- Complete Credit Card Payments
- Give Loan Balance through the End of that Business Day
- Provide Positive Pay overrides for Farm Bureau/Southern Farm Bureau/FNTC
- Provide Positive Pay overrides for same-day Cashier's Check cashing
POPMoney
- Will occasionally position self to maintain and ensure that the teller station is properly stocked with supplies and marketing items. Occasionally maintain equipment for printer and additional bank office devices.
- Operate telephone, scanner and copier. Basic computer skills including general knowledge in MS Office Outlook, typing, 10 key and the internet. Proficiency with internal bank software will be required.
- Must be able to arrive at work on time, work on site and work cooperatively with other co-workers
- Complete all on-line compliance Teal Training courses timely.
- Additional duties may be assigned or required by management
SUPERVISORY RESPONSIBILITIES: This position has no supervisory responsibilities
QUALIFICATIONS |EDUCATION | EXPERIENCE | SKILLS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
REQUIREMENTS:
- Candidate must be, at minimum, 18 years of age.
- High School Diploma or GED
EXPERIENCE OR EQUIVALENT YEARS OF RELEVANT CALL CENTER WORK EXPERIENCE:
- 1-2 years preferred..
- Internet Banking and Debit Card usage as well as Call Center experience is preferred.
- Previous Banking experience is preferred.
- Knowledge of Bank software is preferred. Bankway is a plus.
SCHEDULED WORK HOURS: 40Hours Per Week
- Business Day Time Hours: Monday through Friday 8:00 AM - 5:00 PM
- One week per month: 7:30 AM - 4:30 PM and Saturday 8:00 AM - 1:00 PM
SOFT SKILLS
Foster a culture that values critical thinking and problem solving, engagement, inclusion, diversity, and execute operational excellence. Establish a positive and productive work relationships; able to generate trust, ability and willingness to give and receive honest, balanced feedback. Willingness to adhere to a strict ethical code of conduct.
Physical Demands
The employee must possess sufficient mobility to work in and move about in a standard office setting and sufficient hand, arm, and finger dexterity to operate a computer keyboard and other office equipment. Substantial time may be spend on the telephone and working on a computer, sitting and/or standing. The employee must have the ability to hear and articulate well enough to carry on a normal conversation, both in person and over the telephone. Visual abilities required by this job include the ability to read materials in either a printed format or on a computer screen. The employee must occasionally lift and move up to 10 pounds.
The work environment described here is representative of what an employee encounters while performing the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Mental Demands
The duties of this position require the ability to maintain attention to detail and complete work projects accurately in a short amount of time, despite interruptions. The employee must have the ability to maintain confidentiality and professionalism in all situations. The position also requires the ability to read and interpret documents and draft written communications.
EEO/AA/M/F/Vet/Disability
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First Security Bank is an equal employment/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, genetics, national origin, status as a veteran or protected veteran, or status as a qualified individual with a disability or any other classification protected by law.
Should you need assistance in completing the application, please let us know. First Security Bank will seek to provide individuals with disabilities (including applicants and employees) with reasonable accommodations necessary for the completion of the application process. |
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