Digital Customer Service Specialist

About the role

Customer support for Business, Personal Online Account opening, and Online Loans. Responsible for monitoring all incoming online loan and deposit accounts daily through system consoles and onboarding accounts thereafter. Reach out to business loan customers to verify loan authenticity and collect beneficial ownership requirements.

Responsibilities

• Focus on delivering first call resolution
• Analyze account data in the OAO and Minute Lender console, including risk indicators, to identify accounts for decline or commencement
• Analyze loan data in the Online Loan console, including customer data and beneficial ownership documentation, to ensure compliance
• Pull daily reports for account monitoring
• Review and process NSF items daily by established deadlines
• Review DDA and SAV account exceptions daily
• Review DDA and SAV deficit balance reports weekly
• Review DDA and SAV non-post items daily
• Review zero balance accounts daily
• Maintain the onboarding customer process
• Follow processes and procedures for each working area within the OAO consoles
• Maintain tracking of the onboarding process for each new account
• Review account transaction history for accounts opened in the online portal to monitor for fraud and place holds on funds as needed
• Support additional products, services, features, and digital channels
• Handle customer correspondence to collect required support documents for all account types
• Conduct customer outreach to determine needs for cross-selling bank products and services
• Support customers via all channels during high call volume events, including mergers
• Other duties as assigned

Requirements

• High School Diploma or equivalent required
• Minimum 3 years in a Customer Contact Center environment or financial industry experience preferred
• Ability to analyze reports and provide analytics to the Digital Branch Manager
• Proficient in email, chat, and other forms of electronic communication
• Demonstrated ability to make informed decisions quickly and accurately while weighing risk for the bank
• Extensive knowledge of bank products, services, procedures, and internal systems
• Knowledge of account styling and required documents
• Strong attention to detail, interpersonal skills, and time management
• Self-directed with excellent organizational skills; ability to perform without direct supervision
• Ability to write and communicate processes and procedures
• Demonstrates company culture; continuous learner
• Self-starter with strong follow-up and follow-through
• Strong written and verbal communication skills
• Ability to work a flexible, rotating schedule, including evenings and weekends as needed
• Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, internal and external training programs, online training, meetings, and seminars/conferences

Conditions of Employment

• Must pass a criminal background and credit check
• Full-time, non-remote position requiring schedule flexibility
• FLSA Status: Non-Exempt

Pay

USD $32,146.00 - USD $45,185.00 per year