CSR, Digital Operations

About the role

While projecting a professional image, assist customers, bankers, and internal departments with the bank's digital products including Digital Banking, Bill Pay, E-Docs, Mobile Deposit, Armstrong Anywhere, Zelle, all Banno services, and any new service introduced into Digital Operations. Support customers and bankers in the digital growth of the bank. Respond to inquiries and resolve issues as needed.

Responsibilities

• Ensure customers are assisted promptly, primarily by telephone or electronically, and by meeting or exceeding bank principles as identified in the SMILE program.
• Act as liaison between the various vendors of digital products and branch staff.
• Maintain technical expertise and knowledge of digital products and services.
• Support all digital product implementations, conversions, or upgrades.
• Meet accuracy and correctness of work standards as required.
• Actively engage in identifying and working on process and system improvements.
• Participate with team and other internal departments on process improvement projects and activities.
• Resolve customer inquiries, complaints, and disputes regarding digital products.
• Actively work with all departments to provide necessary assistance to serve customer needs.
• Perform other duties as assigned.