Summary/Objective: This position performs a wide variety of duties in the Operations Department including various tasks related to the day-to-day operations of the bank and functions that have a regulatory, monetary, and potential reputational risk impact. Tasks are time sensitive and must be adhered to by means of policy and procedure. This position is also responsible for providing a consistently positive and professional customer service experience via telephone in a contact center environment; Assessing customer needs, providing a wide variety of banking services to customers, referring, or arranging financial services to meet customers diverse needs, and resolving customer issues. The required hours are Monday - Friday 8:00 am to 5:00 pm and one Saturday per month from 7:45 am to 1:00 pm. Essential Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Accurately processes ACH origination files for transmission to the Federal Reserve Processes electronic payment processing/exception items, including but not limited to online banking, wires and ACH Balances tellers and ATMs daily Provides support to the Customer Service Center by answering incoming telephone inquiries for Exchange Bank and providing prompt and extraordinary service by offering viable solutions to meet customer needs, while conforming to applicable regulations and policies Processes telephone transfer requests, check orders, stop payments, debit card orders/reorders, etc. Enhances the Bank's reputation by accepting ownership for accomplishing new and different requests, and exploring opportunities to add value to job accomplishments Performs operational procedures that are required to support the process of providing quality customer service Utilizes Jack Henry System as well as other supporting systems in the course of completing day to day tasks Maintains a basic knowledge of compliance and regulatory issues -- i.e., (Reg E, Reg CC) Demonstrates a high degree of professionalism in communication, attitude and teamwork with customers, peers, and management Demonstrates high level of quality work, attendance, and appearance Performs any other duties that may be assigned as it relates to the position Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
