Description Department: Customer Service Center Reports to: Customer Service Center Manager FSLA: Non-Exempt Last Modified: 11.20.24 Job Summary: Executes transactions and requests for customers via the telephone, Internet, e-mail, such as account to account transfers, selling bank services, verifying and processing account and customer level maintenance, and resolving related account problems. A CSC Rep is back-up for processing transactions at the Video Teller Machine. Essential Functions: • Ensures that all customer inquiries are resolved in a timely and accurate manner. • Provides professional, courteous, and efficient service to all internal and external customers. • Assists customers in a variety of ways, including but not limited to, updating customer information, answering questions, and resolving problems or concerns. • Uses sales strategies to build relationships with new and existing customers by identifying their needs and determining the appropriate retail product or service. • Provides customers with complete and accurate information regarding all the retail deposit and loan services. • Maintains a thorough knowledge of and ensures compliance with Federal and State banking laws and regulations and adheres to Bank policies and procedures. • Follows established procedures by completing and/or obtaining required authorization to complete customer requests. • Follows established procedures for enrolling customers in Internet Banking and Bill Payment Services. • Assists customers with the resolution of any Internet Banking Service issues including, but not limited to, providing new passwords, bill payment inquiries, and resolution to error messages. • Places outbound calls to inform customers of various issues including, but not limited to, returned wires, release of dormancy, and to verify online initiated transactions. • Accurately & professionally answers e-mails within an appropriate time frame, allowing the customer adequate time to respond, if needed. • Reviews and answers Mobile Check Deposits throughout the day, ensuring all submissions are answered prior to 5PM or the end of business day. • Assists customers with the resolution of any debit card issues including, but not limited to, pin resets, debit card declined transactions, and research Falcon security alerts, and entering travel notes. • Submits Limit Increases upon branch or customer request. • Accurately processes credit card payments. • Ensures requests in CAA, TLIS and OLBEMS are supported with accurate and/or necessary documentation in an appropriate timeframe, daily. • Attends periodic community events in support of the Bank’s mission and purpose. • Performs other duties as assigned. Skills, Experience, and Training Required: • Completed or scheduled Product Knowledge Class. • Completed or scheduled Advanced Horizon Training. • Completed or scheduled Principals of Banking. • Excellent verbal and written communication skills. • Ability to analyze and problem-solve basic MS Office and OLB/WebAdmin issues. • A business degree or similar education is preferred but not required. • Highly adaptable to various tasks requiring accuracy, flexibility, and a high degree of confidentiality. • A demonstrated ability to prioritize and accomplish varied tasks is required. • Strong attention to detail and organizational skills are essential. Physical Requirements and Working Conditions: • Prolonged periods of sitting at a desk and working on a computer. • Must be able to lift up to 15 pounds on a regular basis. • Workspaces are generally comfortable and pleasant. The budgeted salary range for this position is $21.00-$23.00 final compensation will be based on the candidates qualifications, experience, skills, internal equity and business needs.