eBanking Payments Digital Customer Service (DCS) Agent (Sales)
** DEADLINE FOR APPLICATIONS: Wednesday, December 18, 2024 @ 5:00 p.m. **
This position is posted internally and externally
This position is responsible for providing quality service by telephone, digitally and/or written communication to bank customers and associates in an efficient and professional manner, following established guidelines and procedures. Responsible for the accurate and timely daily processing of ACH, RDC, online banking, mobile banking, VRU, credit /debit cards, ATM and ITM. Assists internal and external customers by providing support and information related to electronic banking and payments, as well as general banking inquiries, to include problem-solving, troubleshooting and handling complaints.
General Qualifications
Knowledge: A four-year degree in business or related field is highly preferred, or a combination of education and equivalent experience in a related field is required. A minimum of three years business and administrative knowledge is preferred. A thorough understanding of the responsibilities within all business units within the organization is preferred.
Experience: A minimum of three years experience in a financial services environment is highly preferred. Previous experience working in a call center environment, with coordinating schedules and training on an Automatic Call Distributor (ACD) is desired. Experience with personal computer is preferred, including data entry and retrieval and use of various software applications.
Skills: Position requires excellent oral and written communication skills. Must have the ability to work under pressure and manage a high volume of calls in a call center environment. Must be able to maintain composure and handle difficult calls in an expedient and professional manner. Must possess the ability to schedule and periodically coordinate the work assigned to the communications team. Proficiency with personal computer and various software applications is preferred.
Scope of Decisions: Decisions are made using sound judgment, based on established banking guidelines, procedures and policies. Service level could have a significant impact on the reputation of the company.
ADA Requirements: Requires, vision, hearing, speech, concentration, learning, thinking, interaction with others, the ability to exercise self-control and the ability to work under stressful conditions.
