Online Support Specialist I, II or III (DOE)

Job Description

Job Description

Join the Kitsap Bank Family as an Online Support Specialist I, II or III (DOE)

Kitsap Bank is an independently owned, local bank whose roots trace all the way back to 1908. We are focused on the long-term, and being responsible stewards of the resources entrusted to us by our customers, our communities, and the environment.

As a local, woman and family-owned company, our culture is like a big family, and we recognize our responsibility in supporting others giving back both time and money into the causes that enrich our communities.

Kitsap Bank has been recognized numerous times by the Puget Sound Business Journal and its employees as one of Washington's Best Workplaces.

Compensation Structure :

Grade : 14 Range : $17.53 $25.25

15 Range : $19.13 $27.74

16 Range : $21.35 $32.04

Typical Hiring Range : Range : $19.00 $23.00

This position may be eligible for an annual bonus depending on business factors and if the employee meets eligibility criteria.

Summary : The Online Support Specialist I provides technical and customer service support for all Online Banking Services including Cash Management.

They are also responsible for performing records maintenance and preparing various reports. They provide excellent internal and external customer service representing Kitsap Bank in a courteous, professional and positive manner.

They must be a self-starter, with strong attention to detail, and have the ability to multi-task in a fast paced team environment.

Essential Functions :

• Provides customer service to clients and branch support for Online Banking Services : Online Banking, Bill Pay, Mobile Banking, Mobile Deposit and eStatements.
• Provides customer service to clients and branch support for Cash Management modules : ACH Origination, Commercial Bill Pay, Remote Deposit Capture, and Positive Pay.
• Answers, responds to and logs a minimum of 20% of the total number of client and employee telephone calls received in an accurate and timely fashion following the bank’s identification procedure utilizing Contact Center for documentation.
• Processes Online Banking and Mobile Deposit enrollments; reviewing customer and account data according to established criteria.
• Reviews Mobile Deposit items in accordance with established procedures and customer limits; ensuring overlimit requests are approved.
• Drafts responses to client emails, logs and responds to voicemails and drafts responses to secure messages sent via the OLB system.
• Scrubs Positive Pay exceptions, processing corrections according to bank procedure and contacting clients for review reminders
• Completes set-up and maintenance for Cash Management Services
• Prepares various reports for Online Support services processing and maintenance, including, Funds Transfers, Stop Payments, Bill Pay, Deposit Connect, FXD, eStatements and the Imaging system.
• Reviews and researches Guardian anomaly detection alerts, escalating to the branch or OLS Management as appropriate.
• Maintains confidentiality of all records, accounts and transactions according to the Clean Desk Policy
• Performs Online Support functions in accordance with bank policies and procedures.

Additional Responsibilities :

• May be cross-trained in OLS II tasks
• Works with Online Support Management to test, document and implement new products, processes and procedures
• Helps minimize expenses associated with supplies, equipment and staffing.
• Supports Bank decisions and policy changes in a positive manner.
• Assists in keeping the area and building secure
• Upon completion of being trained in a task, each employee is required to complete a thorough review of all written procedures related to the task and make notes to review with OLS Management before they are considered proficient in the task.
• Performs other duties as assigned.

Required Education, Experience, and Skills :

• High school diploma or GED required.
• 2 to 3 years customer service experience within a bank, financial services or technical service industry. Equivalent combinations of education and experience may be considered.
• Thorough understanding of electronic banking operations and online banking functionality.
• Past work experience requiring sound judgment, decision making and problem solving skills.
• Strong knowledge of Microsoft Office products (Word, Excel, Outlook and Internet Browsers) with the ability to multi-task on the telephone and computer.

Excellent written skills.

• Ability to navigate, inquire and perform maintenance using FIS applications.
• Fosters team approach with a positive attitude
• Demonstrates organizational and analytical skills, and the ability to work collaboratively and independently.
• Ability to organize and prioritize daily tasks and workflow in order of importance. Flexible and adaptable to change.
• Demonstrates strong attention to detail
• Demonstrates organizational and analytical skills, and the ability to work collaboratively and independently with minimal errors.
• Experience reconciling accounts.
• Ability to communicate well, on the phone and in person, demonstrating courtesy, tact and patience.
• Demonstrated experience in customer technical issue resolution.
• Ability to effectively utilize computer technology.
• Ability to operate standard office equipment such as a multi-purpose copy / fax machine and telephone.

Physical Requirements :

• Ability to speak, hear, stand, walk, and use repetitive motion of the hands / wrists.
• Requires use of close and distance vision.
• Ability to communicate effectively on the telephone, hearing and speaking clearly.
• Ability to lift up to 20 pounds.
Benefits Provided :
• Medical
• Medical
• Dental
• Vision
• Flexible Spending Accounts and Health Spending Accounts
• Lifestyle Spending Accounts
• Health Reimbursement Accounts
• Employee Assistance Program
• Company Sponsored Life / AD&D and Long Term Disability
• Voluntary Plans (Accident, Hospital Indemnity, Critical Illness, Short-Term Disability, Cancer Riders, and Life / AD&D Insurance)
• Pet Insurance

Retirement :

401k (match 4%) and Profit Sharing

Time Off :

• 10 Vacation days (prorated during first year)
• 2 Personal Days
• 1 Volunteer Time Off Day
• 11 Holidays
• 1 Sick Day per Month
30+ days ago