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Title

Contact Center Associate 

About the Organization Superior National Bank approaches every day with the philosophy that we 'Grow Your Future.' Our employees are instrumental in helping us achieve that goal. As an organization, we value the efforts of our employees as they strengthen our pillars of trust through the great work that they do. Each member of our team plays an integral role in supporting the overall success of the organization. We try to create a work environment that supports employee development and engagement by staffing our locations with honest, hard-working people who truly care about one another, their customers, and our community.



If this describes a culture that appeals to you, we invite you to apply to join our team. Thank you for your interest in becoming a team member of Superior National Bank!  
Tags customer service, customer contact, support, digital & payments, ACH, wire origination, Reg E, remote deposit capture, OLB, NACHA, multi-tasking, professional  
EOE Statement Superior National Bank is an equal opportunity employer that does not discriminate on the basis of race, religion, national origin, ancestry, age, color, sex, gender, gender identity, gender expression, physical or mental disability, medical condition, pregnancy, military or veteran status, marital status, sexual orientation, genetic information or other characteristic protected by applicable law. If you have a disability that impairs your ability to be considered, interviewed or tested for a position, please let us know what accommodations you may require.  
Open Date 3/27/2024  
Location Hancock  
Description

Department:

Digital & Payments Department

Reports To:

Contact Center Coordinator

Supervises:

None

Summary:

Primary focus is on managing customer contact and support. Participates in the day-to-day operations of the Digital & Payments Department. May act as a back-up for Reg E disputes, Online Account Opening, and Digital Product Enrollments.

Major Duties & Responsibilities:

  • Manage large volumes of inbound calls in a timely and professional manner
  • Strong focus on identifying customer needs, clarifying information, and issue resolution
  • Act as an ambassador of our digital products
  • Quickly identify needs to route customers to appropriate resources
  • Communicate with customers through multiple channels: phone, mail, email, OLB platforms, text, chat, etc.
  • Provides customer support and employee training and participate in the development of the digital product family
    • Online Banking, Mobile Banking and Deposit, eDelivery, Bill Pay, External Transfers, Person to Person, Personal Finance, Online Account Opening, etc.
    • Being Knowledgeable on ACH, Wire, Remote Deposit Capture
    • Debit/ATM Cards, including SecurLock and Mobile Wallet
    • ATMs/ATM Settlement/Investigations/Reporting
    • Telephone Banking
  • Monitor customer enrollment into OLB products.
  • Review fraud suspect items and contact customers to determine whether legitimate
  • Gives demonstrations of products to customers as needed
  • Other duties could include processing of Reg E disputes; preparation of various reports related to fraud, product usage volumes, etc.

Education & Experience:

  • Excellent communication skills, including verbal, phone, written, listening, and people/soft-skills
  • Ability to move appropriately and quickly between variety of communication channels including phone, chat, text.
  • Strong comfort level with technology and digital banking products
  • Professionalism
  • Ability to multi-task
  • High attention to detail
  • Strong investigative and problem-solving skills
  • Basic understanding of Regulation E, BSA, and NACHA Rules
  • High school diploma

 

LAST UPDATED: 08-31-2023

 
Full-Time/Part-Time Full-Time  
Number of Openings 1  
Shift Various Shifts  
Exempt/Non-Exempt Non-Exempt  
Req Number DIG-24-00001  
Category Digital & Payments  
Hours per week 40  

This position is currently accepting applications.

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