INB Mobile Banking

Inter National Bank

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JOB SUMMARY

Customer Care Center Agents (CCCAs)  are responsible for handling the majority of inbound/outbound calls and  from customers relating to (but not limited to): questions regarding our bank products and services, online banking, bill pay, mobile banking, change of address requests, etc. The CCCAs will ensure that customer requests are met, questions are cleared and that their experience by phone is a positive one.

ESSENTIAL DUTIES


The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

1. Incoming calls: Assists our customers by phone with any needs or concerns they might have regarding balances, fees, general account information
2. Online Services: Assists our customers with setting up for online services in order to view their financial information through our website
3. Mobile Banking:  Assists our customers with process to activate their mobile phone to view balances and account activity
4. Direct Access: Agent assists and informs customer of the functionality of Direct Access in order to listen to account information through our automated system
5. Bill Pay: Assists our customers with setting up and assisted registration for Bill Pay. This service offers our customers the opportunity to pay to third party merchants within the United States
6. Internal/External Customer Emails:  Respond to customer email inquiries in a timely and professional manner
7. Change of address: Assists in maintenance and changing address information for our customers. This includes that address information provided corresponds with the USPS system; signature on request corresponds to signature card. Agent is also responsible for removing any codes which will no longer be necessary after the change of address has been implemented
8. Debit Card: Activation and cancellation of debit cards
9. Debit Card: Limit increases on debit cards
10. Sweeps/Automatic Transfers: Set up accounts for sweep services and automatic transfers. Ensure that the accounts specified on the documents are eligible for the sweep service and that signature matches
11. Stop Payments: Placement of stop payments.  Agent is responsible for verifying that item indicated on the stop payment form has not cleared in order to place the stop payment on our system. Also ensures that the request is being ordered on an item that can be placed on stop
12. Disputes:  Agent is responsible for reviewing all paperwork related to disputes to ensure that documentation received is correct. Agent will create a coversheet for each dispute, date stamp the dispute upon received, log information on the excel report, make copies of all paperwork, email new accounts representative if dispute is valid to process, and forward all documentation to the correspondent dept
13. Return Mail:  Agent is responsible for placing any mail returned to the bank on return mail, placing all correspondent codes and storing the initial statement sent back as proof of return mail. Agent is also responsible for sending out a letter to any accounts placed on return mail which have a forwarding address label provided by the post office
14. Research Requests: Agent is responsible for assisting customers with any research information customer is in need of.  If information is no longer available on our Director system, agent is responsible for submitting research request form to bookkeeping and informing the customer the length of time for research to be completed along with the fee involved
15. Train:  New agents are expected to shadow an experienced Customer Care Agent and observe the agent’s daily functions. Finally, the roles will swap and the experienced agent will shadow the new hire to ensure that the new agent will be ready to work on his/her own soon
16. Assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations, which include BSA, CIP, and OFAC requirements as they apply to this particular job title/position

QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Excellent customer service skills
• Excellent verbal and written communication skills
• Able to multi-task
• Ability to perform clerical functions
• Must be fluent in English and Spanish language
• Ability to work independently
• Ability to adjust to changing schedules
• Ability to work Holidays
• Excellent listening and concentration skills
EOE/M/F/D/V

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