TMPS Customer Service Representative

Description

TMPS Customer Service Representative 1 - 18533

US | Treasury Management | Full Time

20.00 - 24.95 USD per hour

Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit  .

Incumbent should reside within the Arvest 4 State Operational Footprint (AR, KS, MO, OK) in order to be considered.

Availability and flexibility is needed Monday through Friday7:30 am to 6:00pm.

The story of Arvest is one of commitment started by our founders in 1961, with an intense dedication to focusing on our customers. We will always be active and involved members of the communities we serve, and we will always work to put the needs of our customers and associates first as we continue to fulfill our mission – People helping people find financial solutions for life.

Job Title: TMPS Customer Service Representative 1

The Treasury Management & Payment Solutions (TMPS) Customer Service Representative 1 provides service support to business clients across all communication channels (phone, secure message, email, video meeting, etc.). This role maintains in-depth knowledge of TMPS products and services, and proficiency in many internal and external applications. TMPS encompasses traditional business Treasury Management, International, Merchant Acquiring, and Card Payment solutions. Incumbents initially specialize in one area of the division (excluding International), but are expected to be cross trained on all solutions as they progress within this role.

Key responsibilities include consistent delivery of exceptional service, adherence to policies and procedures, completion of assigned projects, and ensuring compliance with bank regulations.

• Customer Service:
  Provide support to business customers with appropriate servicing across all channels (phones, secure messages, emails, video meetings, etc.) in accordance with designated schedule. Serve as the primary point of contact and manage issues through to resolution for treasury management, merchant acquiring and card payment customers. Issue resolution ranges from online access or login assistance to more complex inquiries.
• Product Knowledge:
  Maintain a high level of knowledge regarding all aspects of TMPS products and services (more than 25), including features, benefits, fees, and disclosure requirements. Ensure training is promptly completed as changes may be implemented frequently.
• Application Proficiency:
  Develop and maintain proficiency in all internal and external applications (more than 25) to resolve customer, technical, and system inquiries.
• Exceptional Service Delivery:
  Consistently deliver exceptional internal and external customer service in a professional, friendly, efficient, and helpful manner. Meet and exceed all relevant metrics, including attendance, availability, and service quality.
• Continuous Improvement:
  Proactively identify and make recommendations for continuous improvement, ensuring a focus on customer verification and escalating suspicious requests.
• Project and Duty Completion:
  Work directly with the TMPS Customer Service Manager and peer leaders to coordinate and complete assigned projects and duties.
• Ensure Compliance &
  
  Risk Management:
  
  Understand and comply with bank policy, laws, regulations, and the bank's BSA/AML Program, as applicable to your job duties. This includes, but is not limited to, complete compliance training and adherence to internal procedures and controls; reporting any known violations of compliance policies, laws, or regulations; and…