at Foresight Financial Group in German Valley, Illinois, United States
Job Description
Purpose:
This position is responsible for providing exceptional customer service to every customer initially contacting the bank via telephone, virtual chat, email, and/or available electronic banking platforms. understanding the products, services, and processes of German American State Bank with emphasis on electronic banking channels and services in order to support cross sale efforts and recognize referral opportunities to all departments of the bank.
Critical Drivers:
- Great first impressions with ability to service the customer request immediately or within same day of initial contact.
- Complete daily tasks accurately and within required time frame.
- Meet expectations of product knowledge to provide prompt and accurate information to customers.
Precise Role, Task, and Responsibilities
- Provide customer support for electronic banking requests:
- Maintain a strong understanding of German American State Bank’s Digital products and services. Stay abreast of changes and enhancements.
- Educate customers on electronic banking product functionality as a means to self-service for additional service requests.
- Assist customers with electronic banking enrollment, unlocking account and password resets.
- Handle escalated and next tier calls related to electronic banking platforms including browser incompatibility, mobile device capabilities, and platform functionality.
- Assist customers with telephone banking questions or issues.
- Collaborate within and across teams and departments to continually enhance the customer electronic banking experience.
- Knowledgeable about Digital Account Opening process with ability to assist customers who apply for banking services online.
- Provide customer support virtually via the virtual chat platform with ability to learn and operate within the virtual chat platform.
- Serve as initial point of contact for general customer support:
- Assist with general bank inquiries of hours of operation and direct calls to internal staff as caller requests.
- Research and document customer inquiries on their accounts. Follow up with customers after research is complete and problem is resolved or can be explained.
- Assist with fraud investigations and customer fraud follow-up including lost or stolen account information.
- Understand German American State Bank’s core products and services to assist customers with questions on service charge fees assessed to their account and functionality of products.
- Assist customers with requests for general file maintenance (address, email, phone contact) to maintain accurate information on our core system.
- Process Returned Mail according to established procedure.
- Handle requests for new/revoked stop payments and ordering checks.
- Have an advanced working knowledge of the phone system and other electronic communication platforms to transfer calls or communicate with other areas of the bank to efficiently support the customer.
- Complete Wire Transfer Forms for customers requesting domestic and international wires including conducting the customer call back verification, when applicable.
- Assist with daily monitoring and responses to Deposit Shared Services mailbox items.
- Provide assistance to the Treasury Management Team.
- Responsible for monitoring offsite ATMs and assistance of cash balancing for the bank.
- Assist Kasasa customers with qualification questions and monthly qualification processing.
- Assist Chief Operating Officer with projects, testing, and procedure reviews when needed.
- Analyze and report any product malfunctions, testing different scenarios if necessary.
- Monitor customer complaints on digital platforms and report to Compliance Officer.
- Provide customer support for debit cards & ACH:
- Debit card support includes new or replacement cards, lost or stolen cards, debit card limit increases, returned cards, disputed transactions, travel notices, and special card delivery requests.
- Support for unauthorized electronic transactions to/from a customer account and proper completion of applicable dispute forms.
- Assist customers with proper documentation to establish, revoke, modify an automatic recurring payment.
- Possess knowledgeable about mobile wallets to assist customers with activation and provide troubleshooting support.
- Ensures compliance with all Bank policies and procedures and all applicable state and federal banking laws, rules and regulations including Bank Secrecy Act and Anti Money Laundering to assist management in monitoring for suspicious activity, money laundering, or other illegal customer activity.
