E-Channel Representative
$52,000–$62,400 year
RemoteUnited States
Job Summary
Assist customers with E-Channel needs through inbound calls, secure and non-secure email, and online chat. Handle inquiries related to loans, deposits, and maintenance while conducting research on bill pay and online channel issues. Resolve escalated calls regarding browser incompatibility, password resets, and lockouts, and moderate social media questions. Proactively analyze caller needs using standard screens or custom methods to resolve issues efficiently. Refer sales opportunities to Sales & Service Representatives and adhere to BSA/AML compliance policies. Work rotating weekend hours and participate in afterhours on-call support for social media efforts. Maintain current knowledge of digital products and services.
Required Qualifications
- High school diploma or equivalent
- College preferred
- Previous call center experience
- Written customer communication
- Strong problem solving and decision making abilities
- Analytical thinking
- Excellent customer service and telephone skills
- Proven written and online chat communication skills
- Flexibility
- Well organized
- Able to handle multiple tasks
- Detail oriented and quality focused
- Excellent oral and written communication skills
- Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint
- Solid knowledge of web or mobile based support
- Browser compatibility knowledge
- Virus software knowledge
- Online technical troubleshooting skills
- Able to work weekend hours on a rotating basis
Desired Qualifications
- College preferred
- Previous call center experience
- Written customer communication
- Strong problem solving and decision making abilities
- Analytical thinking
- Excellent customer service and telephone skills
- Proven written and online chat communication skills
- Flexibility
- Well organized
- Able to handle multiple tasks
- Detail oriented and quality focused
- Excellent oral and written communication skills
- Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint
- Solid knowledge of web or mobile based support
- Browser compatibility knowledge
- Virus software knowledge
- Online technical troubleshooting skills
- Able to work weekend hours on a rotating basis
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