GENERAL PURPOSE SUMMARY Provides consistent and exceptional service when assisting customers and prospective customers via phone and email from a centralized customer service center. Provides account and bank services information, accepts and processes various transactions, provides technical support for the bank’s digital services, and transfers inquiries to appropriate bank departments by performing the following essential duties and responsibilities: ESSENTIAL DUTIES AND RESPONSIBILITIES Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Uses telephone and email communication to determine customer needs and takes appropriate action to ensure customers receive timely, accurate, and dependable assistance. Researches more complex customer questions, problems, and/or complaints to resolve issues, and obtains supervisor's assistance when necessary. Collects information from customers by phone, mail, and email, to prepare new and updated deposit account paperwork, and opens new deposit accounts upon receipt of completed and approved paperwork. Meets established expectations as they relate to call handling, including average talk time, wrap-up codes, not-ready time, etc. Acts as a liaison between customers and various bank departments. Handles high-level troubleshooting for the Bank’s digital services to include enrollment, error resolution, resetting passwords, and instruction. Adheres to strict security procedures for customer verification. Recognizes and escalates any red flags for immediate attention. Analyzes abnormal digital activity for potential fraud and takes appropriate action to protect the customer and bank. Makes outbound calls when needed to validate online access. Engages with customers to build and deepen relationships by uncovering banking needs, and using expert knowledge to cross-sell multiple products, services, and solutions to provide customers with value-added services while increasing the bank’s revenue. Provides a more advanced level of knowledge when assisting customers with debit card cancellations and reissues, account disputes, placing stop payments, and researching account transactions. Keeps current with pertinent bank regulations, including but not limited to Reg. DD, Reg. CC, Reg. E Bank Secrecy Act, Community Reinvestment Act, Right to Financial Privacy Act, FDIC Insurance Provisions, and Regulation Z. Performs other work-related duties as assigned supervisor. COMPLIANCE EXPECTATIONS Stay updated on relevant laws and regulations and complete all compliance training on time. Knowledgeable of and comply with bank policies, procedures, laws, and regulations that apply to you and your job. Maintain customer confidence and protect the bank’s operations by identifying and protecting confidential information.