Electronic Banking Representative

POSITION SUMMARY:

The Electronic Banking Representative is responsible for assisting the Electronic Banking Department in all areas including handling inquiries from both internal and external customers, daily review of fraud alerts, daily review and maintenance of reports, and assist Cash Management customers. The majority of customer service is over the phone, so he or she will always present a warm-inviting tone and always treat customers with the highest level of respect.

The position allows opportunities to grow in the Electronic Banking Department and take on expanded roles as knowledge in the role is gained.

POSITION RESPONSIBILITIES General Job Functions Provides the Synergy Bank standard of excellence in customer service.

Maintains honesty and the highest level of ethical standards.

Handle customer phone calls, emails, and live chats regarding digital banking services.

Daily review of Fraud Anomaly Detection alerts.

Assist Cash Management customers.

Assist others within the department.

Assist with special projects or other duties assigned by the Electronic Banking Supervisor.

Participates in bank-wide sales referral incentive program.

Participate in bank-sponsored community and business development activities.

Compliance with company policies.

Reviews electronic deposits.

REQUIRED QUALIFICATIONS:

Proficient in Microsoft Word, Microsoft Excel, and Microsoft Outlook.

Ability to pay close attention to detail.

Ability to multi-task in a fast-paced work environment including the ability to type and navigate a computer while simultaneously talking on the phone.

Ability to comprehend and analyze information in order to draw a conclusion.

Ability to maintain composure, suppress extreme emotions, control anger, and avoid aggressive behavior even in trying situations.

Must always be looking for ways to help others.

Must be aware of the actions and reactions of others and respond appropriately.

Ability to organize and prioritize daily tasks.

Ability to read and interpret documents.

Ability to present a business professional appearance.

Must have reliable transportation to commute to and from work.

EDUCATION AND EXPERIENCE

REQUIRED:

High School diploma or GED equivalent.

Minimum 6 months in customer service.

Telephone customer service EDUCATION AND EXPERIENCE PREFERRED:

Previous banking experience particularly in areas of digital banking.

COMMUNICATION:

Must be able to provide information to supervisors, co-workers, and customers both verbally and in written format.

PHYSICAL REQUIREMENTS:

Must be able to work at a computer station in front of a monitor for up to 4 hours at a time without the opportunity for a break.

Must be able to interact with the public utilizing various methods of communication.

Employee may be required to squat and remain in that position for short periods of time while searching for and/or reaching for files at ground level. This could occur as few or as many times as necessary to accomplish the requested task.

MENTAL REQUIREMENTS:

Must have the attention span to stay alert and attentive during a normal 8-hour workday.

The Electronic Banking Representative must be able to make sound, quick decisions based on the facts of a situation and remain calm and in control in a possible ever-changing environment or an emergency.

Must be able to follow instructions and procedures exactly as trained or directed by his or her supervisor.

Must be able to listen to, grasp, and respond positively to supervision and instructions by Management.

Physical and cognitive ability to perform the essential duties and functions of his/her job.
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