Digital accounts & services representative

* Assist prospect customers through incoming and outgoing phone calls and emails to collect and validate information to help complete online account applications in a professional and courteous manner.

* Ability to work in a fast-paced environment with technology.

* Self-motivated, able to work independently, and use critical thinking skills to assess and decision account applications based on various data points and information provided by bank tools.

* Handle, research, and resolve phone inquiries/requests from customers.

* Use Microsoft Programs to review accounts and update customer information in an accurate manner.

* Track and document customer contacts into customer relationship management applications and systems, record clear and concise notes for each action taken.

* Obtain and verify information by phone or online.

* Complete all follow-up work related to customer inquiries.

* Set up new accounts for customers, including helping to explain the differences in products, and identifying customer needs.

* Maintain strict confidentiality with customer account information.

* Support additional duties as necessary in high volume or promotional periods.

* Relay customer insights for continuous improvement.

* Responsible for researching and providing pending case resolution to meeting SLA to ensure excellent customer service.

* Completion of assigned operational tasks, while adhering to established policies and procedures.

* Manage/complete various office administrative tasks on a daily basis, handling correspondence, telephone calls, and emails.

* Assist with making updates department standard operating procedures (SOP) document, forms, and procedures under the guidance of the direct report and other senior managers.

Job Qualifications/Requirements

Education/Credentials

* Minimum Education Level: Bachelor’s Degree

Prior Experience

* Minimum Years of Experience: 2+ years of financial operations experience in Online Banking and Mobile Banking is preferred.

Technical Skills

* Excellent telephone techniques and etiquette

* Excellent email techniques and etiquette

* Ability to work in fast paced environment.

* Ability to recognize and escalate issues that could impact department.

* Able to work independently under own initiative with minimal supervision to complete assignments.

* Knowledge of Retail Banking products such as Checking, Savings, Money Market, and Certificate of Deposit.

* Must be flexible and possess the ability to adapt to a changing digital environment.

* Working knowledge or some experiences with using Microsoft CRM is preferred.