Electronic Banking CSR I - Lincoln, RI

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Division: Bank Operations

Department: Electronic Banking

Reports to: Electronic Banking Assistant Manager

Status: Non-Exempt

Grade: 6

Salary Range: $20.00 - $28.01

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Lincoln, RI

Purpose/Objective:

This position serves as department generalist by performing all tasks associated with Electronic Banking products and services, including but not limited to ATM/Debit cards, Small Business and Consumer Online Banking, Bill Payment, Mobile Banking, and P2P.

Key Accountabilities:

• Processes Small Business and Consumer Online Banking maintenance, Mobile Deposit maintenance, ATM/Debit Card Maintenance and Bill Pay maintenance requests submitted via Salesforce.
• Works with vendor to resolve issues related to Electronic Banking products.
• Receives incoming calls from branches and Call Centers to provide customer assistance. Provides high touch service for more complex issues.
• Communicates trends and concerns to management for further investigation.
• Works to meet customer service expectations. Escalates complex issues to management for resolution.
• Provides back up support to Senior Electronic Banking CSR ~ Team Leader to prepare monthly statistical reporting for various electronic banking products when requested.
• Keeps abreast of regulations regarding banking products/services sold. Ensures customers are provided with quality service for all products delivered via all electronic channels (Internet banking, Bill Pay, Mobile Banking, ATM/debit card delivery channels).
• Assists with special projects/acquisitions/mergers.
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one's duties.

Education:

• High School Diploma or equivalent
• Associates degree preferred

Experience:

• Minimum 2-4 years of banking experience

Skills & Knowledge:

• Outstanding customer service skills
• Excellent written and oral communication skills
• Strong problem solving and organizational skills
• Ability to work in an environment where deadlines require timely and accurate processing
• Demonstrated ability to work independently while supporting a team
• Ability to assist, lead and influence peers
• Proficient computer skills including Microsoft Office Suite

We endeavor to make this site accessible to any and all users.

Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact us at hr@berkshirebank.com.