Customer Solutions Specialist

Major Duties & Responsibilities

• Provide professional and timely support to customers via phone, secure chat, and email; research and resolve inquiries, complaints, and service requests.
• Process customer transactions accurately and efficiently, including account servicing, maintenance requests, and operational tasks.
• Complete time-sensitive documents, reports, and daily operational duties as assigned.
• Perform post-resolution follow-up to ensure complete customer satisfaction.
• Support digital banking services, including troubleshooting online banking, ACH, wires, and Remote Deposit Capture.
• Review and submit wire transfers in accordance with bank procedures.
• Review, release, and assist with ACH processing; understand risk management practices and documentation requirements.
• Affix to Remote Deposit Capture administration, including password resets and customer support.
• Accurately process and document customer transactions, including P2P, A2A, Bill Pay, and other digital banking activity, and generate reports as needed.
• Identify, escalate, and report suspicious activity, fraud concerns, and customer complaints in accordance with compliance requirements.
• Maintain a strong understanding of bank products and services; educate customers and identify opportunities for referrals and cross-selling.
• Order department supplies and assist with general departmental maintenance tasks.
• Collaborate with internal teams to ensure seamless service delivery and issue resolution.
• Consistently demonstrate a positive, professional attitude that reflects the bank’s culture and values.
• Perform other duties as assigned.

Compliance & Risk Responsibilities

• Adhere to all applicable banking regulations, including BSA/AML, Red Flag, and internal policies and procedures.
• Maintain awareness of fraud trends and escalate concerns appropriately.
• Ensure proper handling of sensitive customer information and secure banking practices.

Requirements

• Education & Experience:
• A high school diploma or equivalent is required.
• One (1) year of experience in customer service, call center, banking, or a related field is preferred.
• A general knowledge of financial products, account servicing, and banking operations is required.
• A basic understanding of digital banking services, ACH, and wire processes is preferred.
• Proficiency in Microsoft Office and banking systems is required.

Core Competencies

• Strong customer service and communication skills (written and verbal).
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Attention to detail and problem-solving skills.
• Ability to work independently and collaboratively within a team.
• Adaptability and willingness to learn new systems and processes.
• A high level of professionalism, integrity, and accountability.

Physical Requirements

• Ability to remain in a stationary position for extended periods while working at a computer.
• Frequent use of computers, telephone, and other standard office equipment.
• Ability to communicate effectively with customers and team members via phone, video, and in person.
• Occasional movement throughout the office to access files, equipment, and other resources.
• Ability to perform tasks requiring close visual attention, such as reviewing documents and working on a computer.