Key skills
Communication
About this role
Ocean Bank is seeking a Customer Service Representative in the Banker Service Center (BSC) Department to provide high-quality customer service and operational support. The role involves assisting customers with their banking needs through various channels and managing daily BSC operations to ensure efficient service delivery.
Responsibilities:
- Provides high-quality customer service and operational support by assisting customers with their banking needs through multiple touchpoints, including phone, email, secure online banking, and in-person interactions
- Maintaining consistent connectivity to Ocean Bank’s phone system during scheduled hours
- Serving as a key support resource for customers, branches, and internal departments
- Handling account maintenance, reviewing documentation, processing wires, internal transfers, CD reinvestments and withdrawals, debit card requests, loan payments and advances, and responding to customer and internal service requests
- Actively manages tickets in the KACE queue in accordance with SLAs
- Ensures confidentiality of sensitive information
- Reports system downtime
- Assists BSC Officers as needed
- Serves as backup support for the Contact Center
- Provides administrative and operational assistance to ensure efficient, accurate, and timely service delivery across the bank
Requirements:
- High school diploma or equivalent
- 2+ years of banking experience, general office, administrative or related financial customer service experience in a financial institution
- Must be self-motivated and detail oriented; ability to multitask and prioritize work in fast paced environment; ability to work in a team environment
- Must be able to work independently and manage time and tasks wisely
- Must be able to work a flexible schedule based on department needs
- Must be able to master the ability to handle confidential information
- Must be able to understand and implement job related policies and procedures
- Must possess good verbal and written communication skills, interpersonal and organizational skills
- Computer knowledgeable in MS Office Software, (Excel, Word, and Outlook, Power Point)
- Jack Henry experience and knowledge of banking laws and regulations, such as the Bank Secrecy Act/AML and Patriot