Bookkeeping/Debit Card Telephone Representative

GENERAL DESCRIPTION

The Bank Fraud Representative in our Bookkeeping department is directly responsible for being the primary point of contact for providing telephone customer service support/assistance to the bookkeeping function regarding customer account related inquiries. In addition, this position administratively assists the Bank Card Operations & Fraud Specialist with debit card fraud duties. This position reports directly to the Cashier.

DUTIES & RESPONSIBILITIES

• Performs as the primary point of contact for incoming calls directed to the bookkeeping department
• Assists customers over the telephone with routine account-related requests; researches and resolves account service inquiries/issues; and responds to client inquiries promptly, effectively, and professionally, with a positive attitude
• Assist with debit card inquiries and fraud cases, including review of fraud claims to determine if transaction was actually fraudulent
• Utilizes marketing techniques to build relationships by actively cross selling and marketing new and existing products and services to current and potential customers
• Performs Cash Management daily file submission and verification callbacks
• Assists with stuffing of statements & notices
• Performs other duties as assigned

EDUCATION &/OR WORK EXPERIENCE REQUIREMENTS

• A minimum of 3 years’ experience in banking – ex: bookkeeping, data entry, help desk, and/or operations functions

MENTAL & PHYSICAL REQUIREMENTS

• Ability to sit/stand/kneel/bend/for extended periods of time. Developed interpersonal skills, ability to work under high pressure while remaining composed. Strong communication skills – both oral and written, with attention to detail, is critical. Organization, prioritization, and time management skills are needed.

COMPETENCIES

• Jack Henry 20/20 Experience, proficiency in MS Office, problem solving/reasoning/analysis, familiarity with bookkeeping and banking, and a thorough knowledge of policies, procedures, & regulatory pertaining to debit & credit cards, proficiency in rules & regulations regarding Bank Secrecy Act, USA Patriot Act, & OFAC.