E-Channel Representative

Xenith Bankshares, Inc. Ruther Glen , VA 22546

Posted 2 weeks ago

Position Description

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.

Position Accountabilities

  • 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.

Organizational Relationship

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.

  • Well organized

  • 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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E-Channel Representative

Xenith Bankshares, Inc.