ATM LIVE SPECIALIST

Job Description

Job Description

Description

GENERAL SUMMARY :

Handles customer ATM live calls providing outstanding customer service. Makes every effort to answer customer questions and resolve issues. Educates the customer about Bank products and services, and cross-sells other products based on customer needs. Reviews Mobile and ATM deposits, SSI and Accuity research, reviews old routing numbers, and performs various other review functions.

RESPONSIBILITIES AND DUTIES :

• Provide customer service by performing a broad variety of duties assisting customers with account transactions, account questions, statement reconciliation, research requests, problem resolution, debit card matters, deposit item returns, overdraft protection options, account maintenance and various other duties.
• Maintain full knowledge of personal and business banking products, services offered and rates for multiple charters and markets.  Keep updated and knowledgeable of all banking regulations, procedures, and bank policies applicable to the job function.
• Listen to customer needs; educate and promote products including online banking, bill pay and mobile banking.
• Accurately enter or confirm customer information into database; initiates and / or completes proper request forms and procedures in assisting customers.
• Review Mobile and ATM deposits.
• Process Accuity and SSI requests via online portal.
• Review Non-Post resolutions daily after the update.
• Review various reports as assigned.
• Old routing number review and reports.
• Ability to maintain regular and reliable attendance with the ability to work FLEXIBLE hours, including evenings and weekends.
• Perform other duties assigned.

KNOWLEDGE, SKILLS, AND ABILITIES :

EDUCATION AND EXPERIENCE :

PHYSICAL REQUIREMENTS :

Seeing :   75 – 100%

Must be able to greet customers via web cam, read documents, use computer

Hearing :   75 – 100%

Must be able to communicate with customers and co-workers via headset

Standing / Walking :     24 – 49%

Climbing / Stooping / Kneeling :   25 – 49%

Lifting / Pulling / Pushing :   50 – 74%

Fingering / Grasping / Feeling :   75 – 100%

Must be able to operate a computer.

PHYSICAL DIMENSIONS :

Exerting up to 20 pounds of force occasionally, and / or a negotiable amount of force frequently or constantly to lift, carry or otherwise move objects.  Job involves sitting, walking, and standing.

NOTE : The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills, required of personnel.

More details1 position - shift work. 7 to 4, 8 to 5 and 10 to 7 / 3 different shifts, some Saturdays. 1 position - 10 to 7 only and some Saturdays Bilingual preferred but not required