Digital Banking Service Representative

About the role

Provide superior customer service to MVB clients and internal stakeholders regarding consumer and business online banking products and services. Client interactions will include phone, email, chat and demo support.

Duties and Responsibilities

• Perform daily administration duties to include, but not limited to, building and coding online banking profiles as per procedures and client agreements, daily report monitoring, and enrolling or updating businesses products and services (i.e. ACH, wire, Remote Deposit Capture, bill pay, positive pay, Estatements)
• Facilitate, install and train new Remote Deposit Capture and Positive Pay clients
• Aid Retail, Commercial, and Treasury teammates with sales presentations of online banking and RDC products
• Provide one-on-one end-user, tier two issue resolution support for consumer and business products and services via phone, email or through chat
• Support mRDC, mobile banking, and bill pay
• Support testing and implementation of changes relating to business online banking features (including ACH, wires, positive pay, etc.)
• Identify problems and/or potential problems and take the necessary steps to resolve or escalate
• Routinely provide enhancement recommendations or efficiencies
• Routinely provide training support for internal teammates and other lines of businesses
• Work with minimal supervision

Requirements

• Associates or Bachelor’s degree preferred
• Minimum 4 years’ of related experience in the financial services industry preferred
• Previous experience working with consumer and business online banking products preferred
• Previous experience in direct customer service including in-person, phone, email and/or chat
• Basic knowledge of related state and federal banking compliance regulations, and Bank operation polices
• Knowledge of Jack Henry and Q2 products preferred
• Flexible non-traditional banking hours, upon request
• Strong time management skills and ability to prioritize tasks
• Proficiency in MS Office Suite and Outlook
• Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and teammates
• Ability to work in a fast-paced environment with minimal supervision
• Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations
• Ability to learn, comprehend and define new systems and processes
• Ability to understand and analyze large amounts of data

Qualifications

• Basic knowledge of related state and federal banking compliance regulations, and Bank operation polices
• Knowledge of Jack Henry and Q2 products preferred
• Flexible non-traditional banking hours, upon request
• Strong time management skills and ability to prioritize tasks
• Proficiency in MS Office Suite and Outlook
• Effective oral, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to customers and teammates
• Ability to work in a fast-paced environment with minimal supervision
• Ability to deal with difficult problems involving multiple facets and variables in non-standardized situations
• Ability to learn, comprehend and define new systems and processes
• Ability to understand and analyze large amounts of data

Skills

• Customer service skills
• Technical proficiency with online banking systems
• Problem-solving and troubleshooting skills
• Training and facilitation skills
• Time management and organizational skills
• Communication skills
• Ability to work in a fast-paced environment

Benefits

• Medical, Dental and Vision Insurance
• Health Savings Account (HSA), Health Reimbursement Account (HRA) & Flexible Spending Accounts (FSA)
• Short- and Long-Term Disability Plan
• Group Life Insurance
• 401K Salary Deferral Plan
• Wellness Program
• Tuition Expense Reimbursement
• Paid Time Off and Unique Vacation Purchase Program
• Nationwide Pet Insurance Coverage