At Your Service Representative (Contact Center/Video Banker)
Company: The Park Bank
Location: Madison
Posted on: November 19, 2023
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Job Description:
Description:Who is Park Bank?At Park Bank, we believe drive and
ambition come from the heart. That achievement means different
things to each of us. That there's no one way to what's next. And
our story of achievement starts with each member of our team. No
matter our job openings, we are always searching for great people
to join our team. And while a culture-fit is nice, a culture-add is
even better.If you are passionate about providing exceptional
client service and building partnerships that champion all who are
driven to achieve financial goals, come join our branch family. In
addition, if you thrive in making personal connections, exude
confidence, and are committed to helping our clients succeed, we
will help you get to next in your own career development.General
SummaryThe At Your Service Representative will use their knowledge
of Park Bank products, services and policies to assist clients and
associates with inquiries, requests and complaints. They will speak
and live-chat with clients, listen to them to gain a thorough
understanding of their needs, and offer solutions and keep client
experience & satisfaction at the core of every decision and
behavior. This position will also be responsible for guiding users
through the features & functionalities of the bank's electronic
banking and card products, including performing technical
troubleshooting of these products. The At Your Service
Representative will also perform a wide variety of maintenance
within the core system on client accounts. These include updating
clients' personal information and making adjustments to products &
services based on client request. They will also review and audit
multiple reports of system changes in accordance with the Bank's
internal controls.In addition, the At Your Service Representatives
will coordinate and oversee all aspects of interactive teller
machine operations within the branch network. The At Your Service
representative will be responsible for ensuring all transactions
performed in an accurate, efficient, and courteous manner. Helping
customers, while enhancing the customer's interactive banking
experience via video technology. Must be comfortable, professional,
and friendly on- camera, as this is a position is based on video
interaction with clients. Review transactions for accuracy and
assist in the resolution of any errors and/or variations. Answer
client questions regarding Park Bank products and services and as
needed; perform basic account maintenance requests and/or open new
deposit accounts.Essential Functions and DutiesResponding to client
inquiries to learn about and address their needs, complaints or
other issues in a timely and accurate way, via phone, email or live
chatEngaging in active listening with clients, confirming or
clarifying information and diffusing angry clients, as
neededAnalyzing and reporting malfunctions in products and
servicesInforming clients about new features and functionalities of
electronic banking and card productsUtilizing software, databases
and other tools appropriately and performing day-to-day account
maintenance accurately and in accordance with bank policies,
procedures and internal controlsAuditing system changes made by
others within the departmentContributing to the creation and
maintenance of department procedures and guidesAssisting in the
testing of the Bank's Business Continuity PlansOperate a virtual
cash drawer to efficiently and accurately process transactions
while maintaining an accurate cash balance and record of all
transactions.Assist clients with all routine Teller transactions,
such as cash and check deposits, cash withdrawals, transfers,
account balance inquiries, account maintenance and
servicing.Facilitate ITM process for customers by providing
step-by-step guidance through transactions.Recommend bank products
and services to meet the needs of our clients and make appropriate
referrals to other areas of the bank.Assist with ITM reports,
balancing and/or audits to ensure the ITM Department is
operationally sound and secure.Coordinate efforts with IT staff to
resolve technology issues quickly.Assist with training new and
existing employees, including Navigator, Integrated Teller, SCO
procedures, ITM software, PBNet, policies and procedures, products,
and cross selling.**The hours of the position are Monday - Friday
7:45am - 6:15pm with varying shifts of opening, closing, and
mid-day. 1-2 Saturdays per month from 9am - 12pm. You receive a
half day during the week if you are working
Saturday**Requirements:Required Education and Experience - High
School Diploma or equivalent - Exceptional customer service, active
listening, strong verbal and written communication skills,
professional phone voicePreferred Education and Experience -
Additional education and/or prior experience in banking is
preferred - Fluency in Spanish is a bonus - Understanding of bank
products, services and policies including familiarity with
confidentiality and security requirements - Proficiency with
computers, Microsoft Office products and strong typing skills.
Experience with CRM software is a plusPhysical Demands - Remaining
in a stationary position, often standing or sitting for prolonged
periods. - Adjusting or moving objects up to 10 pounds in all
directions. - Repeating motions that may include the wrists, hands
and/or fingers. - Communicating with others to exchange
informationPark Bank is a drug free workplace. All candidates
selected for new employment with Park Bank will be required to
submit to drug testing after a conditional offer of employment.
Employment is contingent on the associate passing the drug test.-
Credit, Criminal and Driving history will be reviewed when making
final employment decisions consistent with applicable laws.- Park
Bank is an equal opportunity employer. All qualified applicants
will receive consideration for employment without regard to race,
color, religion, sex, national origin, disability status and
protected veteran status.- The Immigration Reform and Control Act
of 1986 require employers to verify the employment status of each
person hired.
Keywords: The Park Bank, Madison , At Your Service Representative (Contact Center/Video Banker), Sales , Madison, Wisconsin
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