Job Description
Job Description
Benefits :
- 401(k) matching
- Bonus based on performance
- Company parties
- Competitive salary
- Dental insurance
- Employee discounts
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
- Wellness resources
SUMMARY
To ensure timely and accurate processing of customer calls, inquiries and complaints, act as liaison between the respondent banks and FNBBs Operations Division, Federal Reserve Bank and any other Correspondents and participate in bank-related activities.
Serve respondent bank customers by conducting a variety of tasks related to products and services offered by FNBB to include opening new accounts, research, problem resolution, training, and other miscellaneous support.
This person must conduct themselves in a professional manner to build and maintain the trust and respect of customers, both internal and external.
All employees of FNBB are expected to conduct business in a courteous, friendly, professional manner and their behavior should at all times be above reproach.
Telephone and email etiquette should be above reproach at all times.
ESSENTIAL DUTIES & RESPONSIBILITIES INCLUDE THE FOLLOWING :
- Communicate with customers via telephone and email in order to identify areas of need.
- Assist customers with requests or complaints, training, research, reconciliation, and problem resolution.
- Acts as liaison between the respondent bank and the Federal Reserve Bank and other Correspondent banks.
- Handle inquiries from other departments and offices of FNBB.
- Contact respondent banks concerning overdrawn accounts.
- Create cases in Salesforce for all telephone conversations and emails with customers.
- Become proficient with FNBB's NetLink online banking system (includes user management)
- Become proficient in FNBB's RSA token management software
- Serve as backup for the front desk for breaks, vacations, etc. to answer phones and sort mail.
- Continuing education of banking industry rules and regulations.
- Maintain a thorough understanding of all FNBB services and identify opportunities for new business.
- Contributes ideas and information for the development of education materials to be used for training of services.
- Attend industry events and / or conferences as needed.
- Other as assigned.
DESIRED KNOWLEDGE, SKILLS AND EXPERIENCE
- Knowledge of CRM system (Salesforce)
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