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E-Channel Representative – Treasury Services
Location
Virginia
Posted
3 days ago
Salary
$41.2K - $61.8K / year
Seniority
Senior
Job Description
E-Channel Representative – Treasury Services
Atlantic Union Bank
• This position is responsible for understanding the products and processes of the E-Channel, including all Atlantic Union Bank’s online banking platforms, bill pay and maintenance, mobile products and services, online chat and secure email, unsecure email, and other online customer utilization. • Work is varied in nature with changing priorities. • 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.
Job Requirements
- High school diploma or equivalent, college preferred.
- Previous call center experience and/or written customer communication preferred.
- 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.
- Shifts may vary for each position offering, depending on business need.
- 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.
Benefits
- General information on our comprehensive benefits package can be found by visiting https://www.atlanticunionbank.com/about/careers/benefits.
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