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Contact Center Associate

Company: Superior National Bank
Location: Hancock
Posted on: January 17, 2022

Job Description:

Department:
Digital & Payments Department
Reports To:
Digital & Payments Manager
Summary:
Primary focus is on managing customer contact and support. Participates in the day-to-day operations of the Digital & Payments Department. May act as a back-up for ACH and Wire origination, Reg E disputes, and Remote Deposit Capture.
Major duties & responsibilities:


  • Manage large volumes of inbound calls in a timely and professional manner
  • Strong focus on identifying customer needs, clarifying information, and issue resolution
  • Act as an ambassador of our digital products
  • Quickly identify needs to route customers to appropriate resources
  • Communicate with customers through multiple channels: phone, mail, email, OLB platforms, text, chat, etc.
  • Provides customer support and employee training and participate in the development of the digital product family

    • Online Banking, Mobile Banking and Deposit, eDelivery, Bill Pay, External Transfers, Person to Person, Personal Finance, Online Account Opening, etc.
    • ACH, Wire, Remote Deposit Capture
    • Debit/ATM Cards, including SecurLock and Mobile Wallet
    • ATMs/ATM Settlement/Investigations/Reporting
    • Telephone Banking


    • Monitor customer enrollment into OLB products.
    • Review fraud suspect items and contact customers to determine whether legitimate
    • Gives demonstrations of products to customers as needed
    • Other duties could include processing of Reg E disputes, ACH, Wires, RDC; preparation of various reports related to fraud, product usage volumes, etc.

Keywords: Superior National Bank, Duluth , Contact Center Associate, Other , Hancock, Minnesota

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