in White County, AR
Job Description
- Assist First Security Bank customers with basic support of internet Banking, Mobile Banking, Credit Card and ATM/Debit Card Customers. Receive inbound calls, make outbound calls to assist customers with their requests and offer products and services. Resolve customer issues or successfully transfer them to Tier 2 support for additional assistance.
- 1. Maintain strict privacy regarding customer account information. Maintain customer confidence and protect bank operations by keeping information confidential. Abide by company standards when communicating orally or in writing.
2. Provide customers with exceptional customer service and executes operational excellence. In person: Greet every customer with a smile, maintain eye contact, call them by name, stay connected in conversation and let them know they are appreciated. When on the telephone: Speak with a smile, call them by name, stay connected in the conversation and let them know they are appreciated.
3. Constantly communicate and exchange information with external and internal customers. Ability to use common sense understanding in order to carry out detailed written or oral instructions. Ability to articulate effectively with customers.
4. Daily consistent duties pertaining to Online Banking, Credit Cards, Debit Cards, Gift Cards, POPMoney and Bankway include but not limited to:
Night Call Center Operator Duties: Below listed job duties with the exception of handling internet banking messages or unlock customers from fsbankcards.com.
Online Banking
• Look up/Change an Online Banking Access ID
• Reset a Passcode to a Temporary Passcode. Re-enable Access
• View Customer Session/Statements/Check Images
• Send/Visually Read Secure Messages
• Assist with Mobile Enrollment and with E-Statement Enrollment
• View Mobile Deposit items
Credit Cards
• Look Up the Last Digit on the Card
• Look at Any Pending Items, Declined Items, and Cleared Items
• Verify if a Card Has Been Renewed or Activated
• Verify last Payment Received and How Much It Was
• Verify Owners/Address/Phone Number on File
• Look at Any Pending Items, Declined Items, and Cleared Items
• Hot-Card and Unblock a Card
• Reset a PIN (Online Banking Request ONLY) and reset PIN Fails on debit card
• Increase a Debit Card/ATM Limit
• Submit a Real-Time Exclusion
• Temporarily Remove a BIN Block
• Place Travel Notifications
Debit Cards
• Look at Any Pending Items, Declined Items, and Cleared Items
• Verify if a Card Has Been Renewed or Activated
• Hot-Card and Unblock Card
• Reset a PIN (Online Banking Request ONLY) and reset PIN Fails
• Increase a Debit Card/ATM Limit
• Submit a Real-Time Exclusion
• Temporarily Remove a BIN Block
• Place Travel Notifications
• Ability to use mathematical skills using money (add, subtract, multiply and divide numbers) required.
Gift Cards
• Look at Any Pending Items, Declined Items, and Cleared Items
• Unblock A Card
VRU
• Re-Enable a Locked Access
• Reset the 6-digit PIN
Bill Pay
• Look up Payments
• Place a Stop-Payment (send request to Online Banking)
• Open a Case on Late Payments (send request to Online Banking)
• Provide Proof of Payments
Bankway
• Look up Account Transactions
• Place a Stop-Payment
• View Statements/Check Images
• Verify Pending Items
• Complete Telephone Transfers
• Complete Loan Payments
• Complete Credit Card Payments
• Give Loan Balance through the End of that Business Day
• Provide Positive Pay overrides for Farm Bureau/Southern Farm Bureau/FNTC
• Provide Positive Pay overrides for same-day Cashier's Check cashing
POPMoney
• Look up Transfers
5. Will occasionally position self to maintain and ensure that the teller station is properly stocked with supplies and marketing items. Occasionally maintain equipment for printer and additional bank office devices.
6. Operate telephone, scanner and copier. Basic computer skills including general knowledge in MS Office Outlook, typing, 10 key and the internet. Proficiency with internal bank software will be required.
7. Must be able to arrive at work on time, work on site and work cooperatively with other co-workers
8. Complete all on-line compliance Teal Training courses timely.
9. Additional duties may be assigned or required by management
