eServices Representative

GENERAL DESCRIPTION

The eServices Representative is directly responsible for being the primary point of contact for providing telephone customer service support/assistance regarding eServices and customer account related inquiries. This position reports directly to the eservices Accounting Manager.

DUTIES & RESPONSIBILITIES

• Performs as the primary point of contact for incoming calls regarding any eServices
• Assists customers over the telephone with routine questions or issue with any eServices; and responds to client inquiries promptly, effectively, and professionally, with a positive attitude
• Utilizes marketing techniques to build relationships by actively cross selling and marketing new and existing products and services to current and potential customers
• Handle all online submissions for the bank
• Handles all eServices messages and responds accordingly
• Runs and pull various reports regarding eServices and completes any steps necessary
• Assists with efforts to identify and implement a positive overall customer service
• Contributes to fostering positivity and teamwork within the bank
• Performs daily verification, workflow, and exception tracking of Aurora Document Imaging
• Verifies mobile deposits daily
• Performs other duties as assigned

EDUCATION &/OR WORK EXPERIENCE REQUIREMENTS

• A minimum of 1 year experience in banking preferred – ex: bookkeeping, customer service, 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 Silverlake Experience, proficiency in MS Office, problem solving/reasoning/analysis, familiarity with banking, and a thorough knowledge of policies, procedures, & regulatory pertaining reg E, proficiency in rules & regulations regarding Bank Secrecy Act, USA Patriot Act, & OFAC