Banking Solutions Specialist
Banking Solution Specialist is responsible for ensuring efficient, accurate and compliant processing of various operation functions, which include but not limited to quality control of various reports, card activity maintenance, card fraud, research requests and providing quality service to customers using Interactive Teller Machine (ITM) technology within a virtual environment and online banking channel.
Must be available to work flexible work schedules/shifts including Saturdays to accommodate the extended operating hours and business needs of the Call Center.
Key Responsibilities
- Serves the customer in a professional, courteous, efficient manner through prompt handling of all ITM teller functions. Processes an extensive variety of customer transactions including withdrawals, deposits, payments, and other transactions based on customer needs and in accordance with Bank policy and procedures. Responsible for accurately balancing virtual transactions daily. Follows through with all customer issues and provides ongoing assistance as needed.
- Ability to demonstrate extensive knowledge of products and services offered, applicable laws/regulations, and policies and procedures. Acts as significant deterrent for potentially fraudulent activity and losses by observation of transactions and identification of potentially fraudulent activity; follows customer authentication requirements.
- Demonstrates exceptional customer service standards with both internal and external customers. Maintains professional image through appearance, communication, and representation of TCB brand. Answers questions from prospects or customers and maintains excellent customer relations; directs customers to proper employees for answers to more complex problems and inquiries. Identifies customer needs and offers new opportunities to customers by making appropriate referrals to deepen customer relationships. Cooperates with and assists other employees to ensure a "team effort" in providing prompt, courteous, and professional customer service.
- Reviews and maintains a variety of operational reports for quality assurance and compliance with the Bank's policies and procedures. Identifies and logs exceptions found. Creates Help Ops tickets to communicate and track exceptions until resolution. Gathers statistical information as requested or required.
- Handles customer inquiries as they relate to ATM/debit card transactions, card usage, and card fraud. Blocks, closes, and reissues cards as appropriate.
- Provides support on incoming account research requests, SSI and deposit asset verifications, and other related requests for Bank documents. Produces accurate and complete records.
- Provides back up support to customers and Bank personnel in regard to Digital Banking Platforms, including remote merchant deposits and mobile deposits.
- Provides support in unclaimed property process, including tracking, monitoring, sending notices and contacting customers.
- 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.
- Performs other duties as may be required.
Qualifications
- Minimum 3 years' experience in customer service field, banking preferred.
- High School diploma or equivalent required
- Working knowledge of Microsoft Office, Windows-based PC products and general office equipment
- Ability to multitask will be required to use 2-3 software programs concurrently to complete a transaction.
- Must be comfortable, professional, and friendly on camera.
- Ability to master new applications.
- Strong organizational and time management skills
- Strong interpersonal skills in a team environment a must
The Cooperative Bank (TCB) offers a competitive salary and an amazing benefit package for a full-time employee, which includes medical, dental, vision, life, and disability insurance; a 401(k) plan with a 9% bank match; paid time off (PTO); paid holidays; a flexible spending account; and tuition reimbursement.
Our Commitment to Diversity, Equity, Inclusion and Belonging
At The Cooperative Bank, we are committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We're dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve. The Cooperative 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, national origin, or protected veteran status and will not be discriminated against based on disability. If you need assistance or accommodation completing the employment application, please contact us at and we will gladly assist you.
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