Address
Form of work
SalarySUMMARY OF POSITION:
Performs a variety of duties within Data Operations, primarily Customer Support. Provides telephone/internet banking, debit card and ACH assistance to internal/external customers, including all items listed under other duties.
KEY ACCOUNTABILITIES:
1. Performs Customer Support
a. Provides customer service to internal and external customers, taking on a minimum of 28% of all incoming calls.
b. Managing all incoming data operations emails and responses.
c. Identifying and troubleshooting issues with electronic services such as online banking, debit cards, mobile deposits, Zelle, telephone banking, external transfers, and ATMs.
d. Reviewing and approving all mobile deposits through Xpress Deposit.
e. Providing ATM support, daily balancing, & ADA Audits.
f. Performs Electronic Banking enrollments.
2. Performs a variety of other duties to support the data operations functions as necessary:
a. Performing one or more of the following roles with debit cards: ordering, printing, and verifying.
b. Assists with collecting transaction information for all EFT disputes.
c. Assist with fraud monitoring for all EFT functions.
d. Providing CAR/LAR support for community office personnel
e. Keeps customer service support processes and procedures up to date and informs management of changes.
3. Assists other personnel within the department with training and inquiries in a positive manner.
4. Coordinates specific work tasks with other personnel within the department as well as with other departments to ensure the smooth and efficient flow of information.
5. Reports pertinent information to the immediate supervisor, as requested, or compiles information as necessary or directed and provides data to appropriate bank personnel.
6. Responds to inquiries relating to his/her area, or to requests from customers or other bank personnel, etc., within given time frames and established policy.
OTHER ASPECTS OF THE POSITION:
7. Is strongly encouraged to participate in various community events to increase the bank's visibility and strengthen relationships with the communities we serve.
8. Keeps up to date with bank communication regarding policy changes, new products and initiatives, personnel changes, etc.
9. Identifies own strengths and developmental areas and sets goals as aligned with supervisor's expectations. Initiates coaching sessions with supervisor to share progress and receive feedback towards goals.
10. Follows corporate policy and upholds bank standards in accordance with the bank's Code of Business Ethics and Conduct.
11. Performs duties in a manner that ensures bank compliance with all applicable state and federal laws.
12. Performs other related duties as assigned or directed.
REQUIRED EDUCATION:
A high school diploma or equivalent.
REQUIRED EXPERIENCE:
None required. Previous experience with personal computers and office equipment required.
REQUIRED SKILLS:
Must be able to communicate effectively orally and in writing (including telephone etiquette), strong math skills. A tactful and efficient approach to dealing with customers and colleagues is essential. Ability to work quickly to meet deadlines. Demonstrate a basic understanding of how debits equal credits in banking. Additionally, applicants must possess basic computer skills, such as email, MS Word, Excel, as well as basic knowledge of mobile devices and applications.
F&M Trust is an Equal Opportunity Employer - M/F/Disability/Vet/SO
