This position is responsible for understanding the products and processes of the E-Channel, including all Union online banking platforms, bill pay and maintenance, mobile products and services, online chat and secure email, unsecure email, and other online customer utilization. Work is varied in nature with changing priorities. Incumbent should be logical in their approach and be able to handle multiple tasks during the course of work performed. The hours for this role are 9am-6pm daily with alternating Saturdays.
Effectively assist customers with E-Channel needs through various inbound methods, including inbound calls, secure and non-secure email, and online chat.
Provide exemplary service and tact through verbal and non-verbal communications with a special emphasis on written communication in email and chat form.
Handle all questions and inquiries through these channels, including questions related to loans, deposits, and maintenance.
Conduct research as needed regarding bill pay and online channel customer issues.
Handle escalated and next tier calls related to e-channel questions, including browser incompatibility and password resets and lockouts.
Able to support service related social media questions and concerns and moderation.
Participation in rotation of after hours and on call support for Union's Social Media efforts.
Efficiently refer sales opportunities seamlessly to Sales & Service Representatives within the Customer Contact Center.
Maintain a strong understanding of Union's Digital products and services, and stay abreast of changes and enhancements.
Provide support to inbound call queue for general customer questions and concerns.
Proactively analyze callers' needs.
Use standard screens and procedures to handle callers' needs effectively and when necessary go beyond these standard methods to resolve customer issues.
Navigate a computerized system to address and resolve callers' needs.
Adhere to all applicable laws and regulations governing bank operations, including compliance with Union First Market Bankshares' BSA/AML Policy and Procedures.
Other duties as assigned.
This position reports to the E-Channel Supervisor
Requirements Position Qualifications
Education & Experience
High school diploma or equivalent, college preferred.
Previous call center experience and/or written customer communication preferred.
Knowledge & Skills
Strong problem solving and decision making abilities; able to think analytically
Excellent customer service and telephone skills
Proven written and online chat communication skills and flexibility.
Able to handle multiple tasks
Flexible, able to adapt to change
Detail oriented and quality focused
Excellent oral and written communication skills
Shifts may vary for each position offering, depending on business need
Able to work weekend hours on a rotating basis
Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint
Solid knowledge of web or mobile based support, including but not limited to browsers, compatibility, virus software, and other online technical troubleshooting.
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Xenith Bankshares, Inc.