• Digital Banking Support Representative

    Location US-IL-Lombard
    Category
    Call Center/Customer Service
    Type
    Regular Full-Time
  • Responsibilities

    Summary: The Digital Banking Support Representative is responsible for assisting internal and external customers with mobile banking and online banking services. Answers and responds to customer inquiries, questions, and complaints via telephone, secure message, and email in a timely and professional manner.

    Essential Functions:

    Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions.

    • Assists internal and external customers with online banking and mobile banking services by phone, online secure message, and email in an efficient, timely and professional manner.
    • Responds to Online Banking inquiries including password resets, basic system training, check ordering, stop payments, e-Statement enrollment, and overall troubleshooting as needed to support service excellence.
    • Handles customer issues surrounding bill pay enrollment including reviewing account setup and adding or removing payees as necessary. Also Bill Payment Resolution.
    • Processes mobile deposits through EZ Admin/Ensenta. Reviews customer transactions, approves or returns checks, and works with customers to resolve rejected transactions. Completes mobile banking activity reporting.
    • Processes applications for online banking customers. Completes annual audit of accounts opened via online banking. Processes OLB applications and additional account requests, for new and existing online banking customers
    • Actively seeks cross-selling opportunities, selling new or additional products or services that meet customers’ needs, and makes appropriate referrals to other bank areas.
    • Remains up to date and educated on products, services, marketing promotions, policies and procedures.
    • Demonstrates proficiency in navigating systems used in online and mobile banking to answer customer and internal inquiries. Supports customers with newly developed digital products.
    • Directs customers to proper employees for answers to more complex problems and inquiries. Communicates customer comments, issues and requests to the appropriate branch/department.
    • Clearly communicates the proper use of online and mobile banking, handling customer’s objections and anxiety to new technology. Promotes benefits of the technology and ensures a positive experience.
    • All other reasonable duties as assigned.
    • Works with clients and third party vendors to trouble shoot and resolve technical issues.
    • Reviews and maintains daily reports for closed or restricted OLB access and estatements requests.

    Qualifications

    Required Education and Experience:

    • Strong computer skills;
    • Strong verbal and written communication skills;
    • Minimum of 2 years call center or customer service experience in the financial industry;
    • Working knowledge of bank products and services;
    • High school diploma or equivalent

    Preferred Education and Experience:

    • Previous Personal Banking experience and/or knowledge of deposit account titling and ownership.

    Requirements for performing Essential Functions:

    On the job the employee may physically be required to bend, sit, use finger movements, and/or handle objects (manual dexterity).On the job the employee must mentally be able to read/comprehend, write, perform calculations, communicate orally, reason, analyze, and multi-task.

    West Suburban Bank is an Equal Opportunity Employer. Minority/Female/Disabled/Veteran.

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