Client Services Representative (Banking), Sr. jobs in Harrisburg, PA

Basic Qualifications

Education/Training:

High School Diploma or Equivalent; specialized bank operations and electronic banking education and training.

Basic Skill(s):

Strong customer service; strong interpersonal relations, communicative and listening skills; proficient keyboarding skills; moderate knowledge of various PC software, applications and installation; trouble shoot technical problems; general knowledge of internet navigation; visual and auditory skills; moderate reading, writing, grammar, and mathematics skills; ability to lift items weighing up to 20 lbs.; valid driver’s license.

Experience:

A minimum of one (1) year of banking experience is preferred.

General Responsibilities

The Client Services Support Representative is responsible for providing a wide variety of support to customers and staff related to the service and implementation of the E-Banking products and services and providing direct service to customers on the telephone; provides superior service to internal and external customers before, during, and after implementation of these products and services.

Essential Duties

• Performs a variety of the following duties to support the E-Banking pre-qualification, documentation, setup and support functions as follows:
  • Completes daily assigned functions associated with both Retail and Commercial E-Banking services for initial documentation, customer qualification, customer contact for setup/installation, customer training, as applicable by product; inclusive, but not limited to:
    • Wire Transfer
    • Remote Deposit (Now & Anywhere)
    • ACH Origination
    • Positive Pay – Check and ACH
    • uOpen Online Account Opening
    • Internet Banking (Bill Pay, iPay, FI Transfers)
    • Credit Card
    • Debit Card, Mobile Wallet
    • iTalk Telephone Banking
    • Biller Direct
  • Provides support for customer service issues/calls for all Retail and Commercial E-Banking:
    • Password resets
    • Temporary limit adjustments
    • Troubleshooting tech issues with cash management files (cannot upload, transmit, etc.)
    • Document preparation for changes to existing customer information
    • New users for systems
  • Assists Client Services Support Manager with data and report collection for audits as assigned.
  • Assists Client Services Support Manager with assigned tasks for new product or service implementation, and for ongoing updates.
  • Works with vendors and internal business units to troubleshoot and correct tech and/or service level issues.
  • Supports the Deposit Operations staff as requested.
  • Communicates all customer service related issues/problems to management immediately.
  • Responsible for compliance with applicable laws, rules and regulations.
  • Maintains current knowledge of rules, regulations and proper procedures, updating internal processes and procedures as necessary.
  • Generates cross-sales by selling into the existing client base.
  • Assist with additional duties/projects as needed.
• Provides direct service to customers on the telephone of which the following are illustrative:
  • Answers direct incoming calls, identifies customers’ needs, and responds to customer inquires.
  • Resolves issues with deposit and credit accounts by obtaining and/or verifying applicable information using Company systems and other resources.
  • Uses reliable information to accurately identify the customer calling due to Company’s security policy.
  • Forwards the call to the proper individual or department in the Company where the need can be satisfied if unable to answer the customer’s question.
  • Provides direct service to the customer as appropriate, i.e., utilizes computer to determine account balance or loan balance; promotes products and services of the Company.
  • Performs various maintenance duties for deposit accounts.
  • Utilizes full range of Company products and services to effectively maximize the Company’s relationship with customers; informs caller of products; refers customers to appropriate sales personnel.
  • Researches information and problems and reports back to customer.
• Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information.
• Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place.
• Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the bank's compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc.
• Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate bank personnel.
• Responds to inquiries relating to his/her area, or to requests from customers, other Company personnel, etc., within given time frames and within established policy.

Ancillary Duties

• Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Equipment/Machines

• Telephone
• PC/Computer keyboard
• Printer/Copier/Scanner/Fax
• Merchant terminals
• Various PC applications and software
• Automobile