80 applicants

Company

Atlantic Union Bank · 10 hours ago

E-Channel Representative (Remote in VA/MD/NC/GA ONLY)

Full-time

Remote

Entry Level

$38K/yr - $58K/yr

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Responsibilities

Effectively assist customers with E-Channel needs through various inbound methods, including inbound calls, secure and non-secure email, and online chat.

Provide exemplary service and tact through verbal and non-verbal communications with a special emphasis on written communication in email and chat form.

Handle all questions and inquiries through these channels, including questions related to loans, deposits, and maintenance.

Conduct research as needed regarding bill pay and online channel customer issues.

Handle escalated and next tier calls related to e-channel questions, including browser incompatibility and password resets and lockouts.

Able to support service related social media questions and concerns and moderation.

Participation in rotation of afterhours and on call support for the bank’s Social Media efforts.

Efficiently refer sales opportunities seamlessly to Sales & Service Representatives within the Customer Contact Center.

Maintain a strong understanding of Atlantic Union Bank’s Digital products and services, and stay abreast of changes and enhancements.

Provide support to inbound call queue for general customer questions and concerns.

Proactively analyze callers’ needs.

Use standard screens and procedures to handle callers’ needs effectively and when necessary go beyond these standard methods to resolve customer issues.

Navigate a computerized system to address and resolve callers’ needs.

Adhere to all applicable laws and regulations governing bank operations, including compliance with Atlantic Union Bankshares’ BSA/AML Policy and Procedures.

Other duties as assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer service skillsProblem solving abilitiesCall center experienceOnline chat communicationComputer skillsHandle multiple tasksWeb support

Required

High school diploma or equivalent

Strong problem solving and decision making abilities; able to think analytically

Excellent customer service and telephone skills

Proven written and online chat communication skills and flexibility

Well organized

Able to handle multiple tasks

Flexible, able to adapt to change

Detail oriented and quality focused

Excellent oral and written communication skills

Able to work weekend hours on a rotating basis

Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint

Solid knowledge of web or mobile based support, including but not limited to browsers, compatibility, virus software, and other online technical troubleshooting