Electronic Banking Representative

Key Responsibilities

• Provide exceptional phone-based customer support with a focus on problem-solving and customer satisfaction.
• Resolve complex customer inquiries related to online banking, mobile apps, digital payments, and other bank services by troubleshooting technical issues promptly and escalating only, when necessary, all while maintaining a friendly and professional manner.
• Serve as a resource for troubleshooting digital banking issues, ensuring employees can assist customers confidently and accurately.
• Aid customers with debit card needs, including disputes, unauthorized transactions, and ordering replacement cards when needed.
• Perform account maintenance, including access management, authorizations, stop payments, charge-offs and related requests.
• Review and approve Remote Deposit Capture items.
• Conduct consumer overdraft reviews and make appropriate decisions.
• Collaborate with team members to update and maintain process documentation and procedures.
• Identify opportunities for cross-selling and generate customer referrals.
• Contribute to a supportive, close-knit team environment, working Monday–Friday with a focus on collaboration and customer care.

Education And Experience

• 4 year college degree preferred or related work experience.
• Knowledge of electronic banking responsibilities including deposit regulations, ACH processing, online banking, mobile banking, remote deposit, and others.
• Customer service experience.
• Accuracy and meticulous attention to detail required.
• Excellent oral, written, and interpersonal communication skills.
• Ability to navigate multiple computer systems and programs with working knowledge of Word and Excel.
• Manage multiple requests simultaneously, meet deadlines, and show flexibility to change direction when needed.
• Team-oriented and the ability to work collaboratively across all levels of the organization.
• Advanced problem-solving and analytical skills.
• Ability to take direction and instruction and follow through independently until project completion.

About Security National Bank

Security National Bank was chartered in 1884 in Sioux City, Iowa; founded on the time-tested principles of integrity, honor, open-mindedness, efficiency, good humor, respect, duty, and human connection. These principles served as guideposts that enabled SNB to withstand the economic panic of the late 1800s, the Great Depression, two World Wars, and the farm crisis — and emerge as the region’s most established and trustworthy locally owned bank. We believe what was worth doing well yesterday is still worth doing well today. People change and banking changes, but our time-tested principles remain. To this day, we believe that doing what’s right is the only way to take care of customers, empower businesses, cultivate growth, inspire our community, and accomplish the remarkable.