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Academy Bank · 1 month ago

Universal Banking Rep I

Kearney, MO

Full-time

Onsite

New Grad, Entry Level

Academy Bank is a financial institution that focuses on providing exceptional client service. The Universal Banking Representative I will engage with clients through various digital channels, assisting them with banking transactions and inquiries while ensuring compliance with regulatory standards.

BankingFinancial Services

Responsibilities

Delivers Fast, Easy, and Personal client service consistent with company's standards with each client and associate interaction

Work as part of a team of client-facing associates who exhibit a strong professional and client-focused orientation in all client interactions

Provide front-line client support through multiple service requests or inquiries submitted through email, Secure Mail, Web Chat or other Digital Banking Channels

Receive, process, and fulfill client requests and product applications submitted through web forms, via email, fax, electronic support forms, and account applications, for all institutions

Process client support requests and inquiries including, but not limited to: Reg E Inquires, Stop Payments, ACH inquiries, Account Information. Close accounts, Password Resets etc

Perform all tasks necessary to establish new accounts: Perform all due diligence required for new accounts, process applications, and deliver fulfillment materials, and upload approved accounts

Perform all tasks necessary to process secured credit card collateral accounts and refer applications to the credit department for further processing

Maintain a personally professional and presentable appearance in all internal and external client interactions

Ethically conducts operational tasks related to protecting client and bank assets and related to regulatory compliance, including properly documenting account opening, completing logs and other records to document proper procedures, obtaining and ensuring the accuracy of all regulatory and procedural documentation

Protects all client information and bank trade secrets and business records as confidential, and follows all company policies for communication with clients, vendors and associates

The ability to adhere to specific quality standards, codes of conduct and professionalism

Be fully proficient in video teller and online banking tasks

Engage with clients in a professional and friendly manner while providing a positive brand experience during each client interaction

Process bank transactions including check cashing, withdrawals, account inquiries and other transactions and inquiries in accordance with bank policies and procedures

Maintains current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements; Employee handbook policies; and Operations, Audit, and Security policies through regular and thorough training

Assist with troubleshooting and issue resolution tasks associated with Interactive Teller Machines and liaise appropriately with center management, branch, operations, and IT staff in problem identification and resolution

Perform administrative tasks as assigned

Work with individuals in other departments (retail branches, client care, online banking, and client relations) to address Universal Teller Center customer service issues and escalations

The agent must be able to work a schedule commensurate with Retail Branch and Interactive Teller Machine hours of operation which may include evening and weekend shift assignments

Maintain customer confidentiality

Ad hoc duties as assigned

Regular attendance is required, working at the worksite during regular business hours and/or assigned hours

Qualification

Client serviceVideo teller proficiencyOnline banking tasksRegulatory complianceTroubleshooting skillsProfessional appearanceTeam playerCommunication skills

Required

Engage with clients in a blended contact center environment consisting of interactive video, web chat, secure mail and online banking interactions

Handle client interactions through direct video, phone, email, live chat and other electronic forms of communication

Toggle between video teller and online banking interactions

Work as part of a team under the direction of the center manager and assigned team leads

Support department objectives through direct client interactions, adhering to quality standards, and performing light administrative tasks

Deliver exceptional client service during each client interaction

Provide front-line client support through multiple service requests or inquiries submitted through email, Secure Mail, Web Chat or other Digital Banking Channels

Receive, process, and fulfill client requests and product applications submitted through web forms, via email, fax, electronic support forms, and account applications

Process client support requests and inquiries including, but not limited to: Reg E Inquires, Stop Payments, ACH inquiries, Account Information, Close accounts, Password Resets etc

Perform all tasks necessary to establish new accounts: Perform all due diligence required for new accounts, process applications, and deliver fulfillment materials, and upload approved accounts

Perform all tasks necessary to process secured credit card collateral accounts and refer applications to the credit department for further processing

Maintain a personally professional and presentable appearance in all internal and external client interactions

Ethically conduct operational tasks related to protecting client and bank assets and related to regulatory compliance

Protect all client information and bank trade secrets and business records as confidential

Adhere to specific quality standards, codes of conduct and professionalism

Be fully proficient in video teller and online banking tasks

Engage with clients in a professional and friendly manner while providing a positive brand experience during each client interaction

Process bank transactions including check cashing, withdrawals, account inquiries and other transactions and inquiries in accordance with bank policies and procedures

Maintain current knowledge and consistent compliance with regulations and bank policies and procedures related to the position

Assist with troubleshooting and issue resolution tasks associated with Interactive Teller Machines

Perform administrative tasks as assigned

Work with individuals in other departments to address Universal Teller Center customer service issues and escalations

Be able to work a schedule commensurate with Retail Branch and Interactive Teller Machine hours of operation which may include evening and weekend shift assignments

Maintain customer confidentiality

Regular attendance is required, working at the worksite during regular business hours and/or assigned hours