Customer Service Banker

The Customer Service Banker (Call Center / Customer Service Representative) serves as the front-line support for customers, delivering exceptional service across phone, chat, and secure messaging channels. This role handles inquiries, resolves issues, and completes account-related requests to ensure a positive customer experience and maintain operational efficiency.

• Answer incoming customer calls and provide accurate, timely assistance.
• Respond to secure mail inquiries and customer requests.
• Engage with customers through the Link Live (Communicator) chat platform.
• Address service desk tickets and customer email requests submitted via the website.
• Direct incoming faxes to the appropriate departments.
• Manage compromised debit card reports, notify customers, close affected cards, and guide customers to branches for replacements.
• Process debit card limit raises, travel notices, and swipe limit adjustments.
• Respond to fraud-related calls and update the case tracker for flagged debit cards.
• Manage disputes through FINBOA.
• Build and maintain Business Online Banking (OLB) profiles, including:
  • Mobile deposit limit raises
  • Password resets
  • User additions
  • Account linking and restrictions
• Support Retail OLB, including enrollment assistance, password resets, and restrictions.

• Execute domestic and international wire transfers.
• Support Bill Pay functions, including stop payments, account number additions, and troubleshooting.
• Process internal funds transfers.
• Complete stop payments and Telebanker profile unlocks/PIN resets.
• Process checks and debit card orders.
• Escalate Fiserv service desk tickets as needed.

• Assist with Zelle troubleshooting and un-restricting accounts.

• Knowledge of financial products and services.
• Experience working in all three Retail Banking levels or prior operations experience.
• Familiarity with Link Live, Fiserv, and online banking systems.
• Bilingual abilities are a plus.

• High school diploma or equivalent required.
• Minimum of 1-year continuous banking experience.
• Customer service or banking certification(s) desirable.

• Customer Focus: Delivers friendly, accurate, and timely assistance across multiple channels.
• Communication
  
  Skills:
  
  Clear written and verbal communication with customers and internal teams.
• Problem-Solving: Identifies issues quickly and provides effective resolutions.
• Technical Proficiency: Comfortable using digital tools, financial platforms, and call center systems.
• Attention to Detail: Ensures accuracy when processing transactions and updating customer records.
• Time Management: Handles multiple tasks efficiently in a fast-paced environment.
• Team
  
  Collaboration:
  
  Works well with cross-functional teams and branches to support customer needs.
• Adaptability: Adjusts to changing procedures, technologies, and customer requests.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable law. We are committed to creating an inclusive and equitable workplace where everyone feels valued and empowered. If you need assistance or an accommodation during the application or hiring process, please contact us at (Use the "Apply for this Job" box below).