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Park Bank - Madison · 2 months ago

At Your Service Representative (Contact Center/Call Center)

Madison, WI

Full-time

Onsite

New Grad, Entry Level

Park Bank is a financial institution that values drive and ambition in its team members. The At Your Service Representative will assist clients with inquiries, requests, and complaints while ensuring a high level of client satisfaction through effective communication and technical support for electronic banking products.

BankingFinancial Services

Responsibilities

Responding to client inquiries to learn about and address their needs, complaints or other issues in a timely and accurate way, via phone, email or live chat

Engaging in active listening with clients, confirming or clarifying information and diffusing angry clients, as needed

Analyzing and reporting malfunctions in products and services

Informing clients about new features and functionalities of electronic banking and card products

Utilizing software, databases and other tools appropriately and performing day-to-day account maintenance accurately and in accordance with bank policies, procedures and internal controls

Auditing system changes made by others within the department

Contributing to the creation and maintenance of department procedures and guides

Assisting in the testing of the Bank’s Business Continuity Plans

Operate a virtual cash drawer to efficiently and accurately process transactions while maintaining an accurate cash balance and record of all transactions

Assist clients with all routine Teller transactions, such as cash and check deposits, cash withdrawals, transfers, account balance inquiries, account maintenance and servicing

Facilitate ITM process for customers by providing step-by-step guidance through transactions

Recommend bank products and services to meet the needs of our clients and make appropriate referrals to other areas of the bank

Assist with ITM reports, balancing and/or audits to ensure the ITM Department is operationally sound and secure

Coordinate efforts with IT staff to resolve technology issues quickly

Assist with training new and existing employees, including Navigator, Integrated Teller, SCO procedures, ITM software, PBNet, policies and procedures, products, and cross selling