Job Description
Job Description
Summary : Responds to inbound calls from existing business customers, potential customers and loan / deposit queries from the branches .
Ensures the successful delivery of commercial deposit products and integrated electronic and treasury management solutions to our Commercial and Small Business Customers within a national footprint.
Partners closely with client facing and back-office associates to ensure the best client experience.
Essential Duties and Responsibilities
- Provides exceptional customer service to both external and internal callers.
- Cross-sells additional Business Bank products based on customer needs.
- Fields commercial loan and small ticket calls from existing customers with questions about their rate, payoffs, payment issues.
- Answers incoming business calls regarding account information, products and services, and bank mailings, notifications, and alerts.
Routine requests include but not limited to :
- Fee reversals - send to commercial officer for approval
- Check orders
- Business ATM / Visa Check card support including new or replacement cards, lost or stolen cards, debit card limit increases, returned cards, disputed transactions, and special card delivery requests
- Telephone transfers and stop payments
- Business Address changes and other file maintenance
- Business Online Banking support including login and registration issues, bill pay, Bank to Bank transfers, POP money, and online statement registrations and cancellations
- Business Mobile Banking registrations
- Bank-By-Phone registrations and resets
- ACH disputes
5. Duties may include completion of Small Ticket loan servicing requests :
- Contacts collection customers who are delinquent on their lease accounts.
- Completes Verifications of Deposit
- Assists with fielding commercial loan calls for various campaigns.
6. Duties may include completion of Commercial Deposit, Business Online Banking and Treasury Management requests :
- Assists with Business Online Banking set-ups and changes
- Supports a business customer with RDC, Wire Transfer, ACH, Positive Pay and Epay / Rent collector questions and issues and setup
7. Duties may include support of Paying agent and Bank Leasing.
8. Assists with fraud investigations and customer fraud follow-up
9. Maintains service matrix minimums defined by Call Center Management.
10. Regularly meet or exceed daily call volume ready time. Responds to Business secure and unsecured chats.
11. Responds to customer unsecure emails.
12. Documents and researches customer inquiries on their business accounts. Follows up with customers after research is completed and problem is resolved or can be explained.
13. Completes BEST incoming tasks and emails requests from internal departments, branches and customers
BankFinancial is an Equal Opportunity Employer (minorities / females / veterans / individuals with disabilities / sexual orientation / gender identity)
Education / Experience
- High school diploma or general education degree (GED)
- At least two year of call center, retail banking experience or business banking experience.
- Experience supporting online banking systems preferred
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