Description

Role

To assist customers and potential customers and employees with their online banking as needed. Explains services, sets up new online banking accounts, responds to problems and directs customers to the appropriate people.

Major Duties and Responsibilities

• Maintains customer account information on the computer system.
• Set up and assist customers with their use of Online Banking and related products; answers questions about products and services and resolved problems that are within their authority to resolve.
• Assures that appropriate records are maintained and required reports are prepared.
• Performs other related duties as assigned.
• Refers problems that are beyond their authority to their supervisor, along with their recommendations.

Requirements

Knowledge and Skills

Experience

Six months to two years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

A high school degree or GED is required.

Interpersonal Skills

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with both customers and employees in person and on the phone regarding routine matters for purposes of giving and obtaining information which may require some discussion.

Other Skills

Must be able to operate basic office equipment including telephone, copier, fax machines and calculator. Must be able to multi-task. Must be able to routinely perform work on a computer for an average of 6-8 hours per day. A working knowledge of Excel, Word, Quicken/Quick Books and Adobe Acrobat Reader along with other computer knowledge. Must be capable of regular, reliable and timely attendance. Must be able to work extended hours whenever required or requested by management.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion. Must be able to work with hands on the computer, reach with hands and arms and be able to talk and hear. The employees is required to stand and or sit. The employee is required to walk, stoop, kneel or crouch approximately 1/3 of the work time. The employee must be able to lift and/or move up to 10 pounds approximately 1/4 of the work time. Specific vision abilities required include close vision, distant vision and color vision.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with with a noise level of moderate to loud.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.