Experience Banker

Responsibilities

• Aid customers with common online banking issues, such as account lockouts, password resets, website navigation, browser-related issues, and other digital banking support needs.
• Manage open tickets by providing consistent and timely follow-ups with all clients.
• Process contacts information and address changes for loan and deposit customers in accordance with established procedures.
• Assist with daily callbacks related to suspicious debit card activity and process Regulation E claims in strict accordance with regulatory requirements and company policy.
• Troubleshoot common debit card issues, order debit cards, and complete card maintenance as needed.
• Support the daily verification of new online banking enrollments to help prevent fraud.
• Assist loan customers with basic account inquiries, including payment due dates, amounts due, account balances, and transaction history.
• Answer incoming phone calls and respond to customer inquiries received by email and online chat.
• Initiate outbound customer calls as requested to support and deepen customer relationships.
• Support the Experience Banking Manager with additional duties as assigned and provide backup support within the Experience Banking department as needed.

Qualifications

• Associates degree or equivalent experience
• Intermediate computer literacy
• Strong client service and listening skills
• Basic understanding of banking policies and procedures
• Adhere to attendance policies
• Excellent organizational skills
• Ability to handle multiple priorities and possess a strong attention to detail
• Strong stress tolerance
• Excellent verbal and written communication skills
• Strong interpersonal skills
• Positive attitude and eagerness to learn
• Acknowledge to all important procedure updates in chats and emails
• Demonstrate client obsession by going above and beyond for each client

Benefits

• 401(k) plan with corporate match
• Medical and dental insurance
• The opportunity to work for a fast growing, local organization

Pay

Base salary range: $46,271.28 - $69,406.92

Schedule

We are currently seeking candidates to support evening hours Eastern Time and weekend shifts. Candidates located in all U.S. time zones will be considered.