Job Description
Responsibilities include, but are not limited to:
- Ensure a high level of service in all customer interactions.
- Work with the Virtual Bank Team Leader to carry out operational procedures for the digital channels.
- Review daily and monthly reporting, for online clients. Process overdrafts and other exceptions.
- Contact customers, using the highest of customer service, to advise them of account issues.
- Work with the Virtual Bank Team Leader to ensure that the digital branch achieve satisfactory audit ratings. Follow up on audit issues making sure they have been properly resolved.
- Work with the Virtual Bank Leader to ensure reporting of suspicious activity/accounts via appropriate channels (Fraud Activity Referral, Fraud Finder Alert, UAR, etc.) for accounts opened via online or the branch network. Escalate and remediate issues.
- Prepare and analyze reports for retail banking as required for both branch and digital operation. This would include both sales and operations reporting.
- Work with senior management in improving the processes surrounding all digital channels.
- Open accounts for online clients.
- Research and resolve client issues in a timely and efficient manner.
- Where appropriate, offer clients additional products/services to meet their financial needs.
- Stay current on industry best practices, update department policies and procedures as appropriate to comply with the Bank and Federal/ State Regulations. Oversee staff compliance with department and bank-wide policy and procedures as they relate to CIP/KYC.
- Other projects that may be assigned from Retail Operations or supervisor.
Required Skills: - Intermediate PC skills including Microsoft Word, Excel.
- Ability to communicate with customers in clear, polite and efficient manner.
- Ability to provide high level of customer service.
- Ability to read, analyze and interpret general business periodicals, reports, professional journals, technical procedures, or governmental regulations.
- Ability to interpret report results and formulate changes or improvements in response to results.
- Ability to write business correspondence and reports.
- Ability to effectively present information and respond to questions from groups of managers, customers and staff.
- Ability to define problems, collect data, establish facts, and draw valid conclusions. A high degree of independence in solving problems, making decisions and recognizing and implementing processes.
- Ability to prioritize, organize and delegate and follow up on assignments.
- Ability to effectively present information in one-on-one and group situations. Must have good verbal, written and interpersonal communication skills.
- Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Required Experience: - High School Diploma or GED with minimum of 3 years of Banking experience.
- Associate degree or equivalent experience preferred.
- Branch or retail banking experience with a minimum of 3 years with Valley in a branch or retail position preferred.
Job Tags
Bank staff,