Customer Support Representative/Backup Digital Banking Specialist

The Customer SupportRepresentative/Backup Digital Banking Specialist is responsible for handling a variety of customer service calls in a prompt and courteous manner. He or she resolves customer questions and problems regarding deposit and loan accounts, online banking, and level I customer service calls for debit and credit cards. The Customer Support Representative/ Backup Digital Banking Specialist remotely services customers via digital solutions when staffing levels are low. He or she completes and processes online new deposit account opening, and provides customer service and support for most bank products. The Customer SupportRepresentative/Backup Digital Banking Specialist completes and maintains related reports, records, and files. He or she cross-sells bank services and supports all functions within the Customer Support Center.

Qualifications

• Must be at least 18 years old
• High school diploma or GED required
• Must have at least one year of experience in a technology-based field that includes troubleshooting or equivalent educational certificate or training from a college or technical school
• Accurate and attentive to detail
• Willing and able to help others
• Able to get along well with coworkers
• Ability to maintain confidentiality in all situations
• Excellent verbal and written communication skills as well as professional telephone etiquette
• Well organized with good typing skills
• Strong proofreading skills
• Must have intermediate knowledge of Microsoft Office software applications and a strong ability to use and navigate the Internet

Responsibilities

• Ensures information and technical assistance is provided to retail online banking customers in a professional, timely, and accurate manner using several digital channels, including phone calls, video and online chat
• Answers to questions regarding online banking, reset online banking passwords, e-statements and bill-payment services. Educates users and solves problems for customers. Elicits pertinent information regarding issues, correctly assesses problems, and implements solutions. Refers complex problems to appropriate personnel as necessary
• Ensures accounts are retained, situations are resolved, and good relations maintained
• Ensures retail online customer service functions are completed in accordance with established policies and procedures
• Provides assistance with level I debit card and credit card functions
• Orders credit cards and performs account maintenance and input
• Answers to questions from customers, branch personnel and management regarding credit cards i.e. balance and payment information, pin resets, etc.
• Accepts and processes credit card payments submitted by customers via mail or phone. Processes credit card payments received and submitted via branch transactions
• Assists with account maintenance and input, activation of debit cards, travel alerts, “hotcard” functions, etc. by completing the Laserfiche forms process
• Answers to questions from customers, branch personnel and management regarding debit cards, i.e. “hotcard” and blocked cards, etc.
• Assists with debit card fraud alerts by contacting the authorized customer and determining the necessary course of action to be taken
• Validate card for use of Android and Apple Pay on a user device when needed
• Ensures security in all phases of processing
• Ensures that all credit card functions are compliant with bank policy and procedures and state and federal regulations
• Complete daily maintenance consisting of new or changes to Consumer and Business Money Lines
• Answers to questions from customers, branch personnel and management regarding money lines, i.e. balance and payment information, etc.
• Assumes responsibility for the effective and professional completion of Customer Support functions
• Receives customer telephone questions and complaints in a professional manner
• Completes research and resolves documentation errors or discrepancies. Forwards, more complex problems with appropriate personnel
• Provides general information to customers on bank policies, procedures, and programs
• Provides basic information to customers with regard to accounts, payments, interest rates, loan options, and savings programs
• Answers basic questions and provides level I support for questions and issues related to debit cards and credit cards. Refers complex questions to appropriate departments
• Performs basic maintenance functions and automatic transfers for loan payments
• Assists in verifying accounts, address changes, and mailing correspondence
• Assumes responsibility for the effective performance of assigned online deposit account opening functions via video and other technological channels. Serves as a backup for digital bankers. Provides banking solutions to ensure customers meet their financial goals
• Presents and explains bank services and products to customers to assist them in meeting their financial needs. Opens and closes deposit accounts by obtaining information from the customer and entering into the computer system. Orders checks and debit cards for customer accounts
• Answers questions and solves problems for customers by listening to problems, collecting data, securing answers, and reporting results to the inquiring party
• Renews and updates certificate of deposit accounts
• Performs file maintenance and account changes as needed, such as address changes, stop payments, etc. Keeps up to date on pending documentation to include verification of accounts opened by other personnel
• Opens and answers questions regarding IRA and HSA accounts
• Resolves customer bookkeeping and checking account problems. Assist customers with disputes on accounts
• Executes wire transfers of funds using proper Verification of Customer Policy and Procedures
• Seeks opportunities to refer products and services for increased business to the bank
• Understands banking regulations and follows Bank Policies and Procedures to ensure compliance
• Assumes responsibility for establishing and maintaining effective, professional business relations with customers
• Effectively and efficiently cross-sells bank products and services to both current and potential customers. Sales and referral goals are understood and set in accordance with the overall bank objectives. Tracks progress towards goals
• Refers sales opportunities to appropriate staff for other lines of business
• Obtains and conveys information as needed
• Keeps customers informed of bank services and policies
• Keeps management informed of area activities and of any significant problems or concerns
• Completes required reports and records accurately and promptly
• Maintains and projects the Bank's professional reputation
• Helps other area personnel as required
• Keeps management informed of area activities and any significant problems or concerns
• Attends meetings as required
• Serves as a representative for D.L. Evans Bank in the community
• Promotes D.L. Evans Bank at all times

D.L. Evans Bank is a community bank and has been since 1904. For many years, we have provided premier banking services to the residents of Southern Idaho and Northern Utah while fostering a working environment for our employees dedicated to teamwork and excellent customer service. If you are a dynamic and customer-driven individual, whether an experienced banker or just beginning your career, we encourage you to continue with this applicant friendly, online job application!
D.L. Evans Bank is an Equal Opportunity Employer (EOE/AA/W/M/Vets/Disabled). VEVRAA Federal Contractor.

• Medical Insurance
• Dental Insurance
• Vision Insurance
• FSA
• 401(k)
• Employee Stock Ownership Plan
• Paid Vacation
• Sick Time
• Life Insurance
• Long-term Disability Insurance