Location: Laurens,SC, USA
Join Our Team as a Digital Customer Support Specialist!
About the Role: Are you passionate about providing exceptional customer support? We are looking for a dedicated Digital Customer Support Specialist to manage and monitor online loan and deposit accounts. You will ensure the authenticity of business loan requests, collect beneficial ownership requirements, and support customers through various digital channels.
What You'll Do:
* Customer Support:
* Provide support for business and personal online account openings and online loans.
* Focus on delivering first call resolution.
* Conduct customer outreach to determine needs and cross-sell bank products and services.
* Support customers via all channels during high call volume events, including mergers.
* Account Monitoring:
* Monitor and manage incoming online loan and deposit accounts daily.
* Analyze account and loan data to identify accounts to be declined or commenced.
* Pull daily reports for account monitoring and review various account exceptions.
* Maintain the onboarding process for new accounts and track progress.
* Review account transaction history to monitor for fraud and place holds on funds as needed.
* Compliance and Reporting:
* Ensure compliance with bank policies and procedures.
* Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training.
* Analyze reports and provide analytics to the Digital Branch Manager.
What We're Looking For:
* Experience:
* Minimum 3 years in a Customer Contact Center environment or financial industry experience preferred.
* Education:
* High School Diploma or equivalent required.
* Required Skills:
* Proficient in email, chat, and other forms of electronic communication.
* Ability to make informed decisions quickly and accurately while weighing risk for the bank.
* Extensive knowledge of bank products and services, procedures, and internal systems.
* Knowledge of account styling and required documents.
* Attention to detail, strong interpersonal skills, and excellent time management.
* Self-directed with excellent organizational skills and ability to perform without direct supervision.
* Ability to write and communicate processes and procedures effectively.
* Demonstrates the company culture and is a continuous learner.
* Self-starter with proficient follow-up and follow-through.
* Strong written and verbal communication skills.
* Ability to work a flexible, rotating schedule.
Why Join Us?
* Innovative Environment: Be part of a forward-thinking team that values innovation and continuous improvement.
* Growth Opportunities: Access to training and development programs to enhance your skills and advance your career.
* Supportive Culture: Work in a collaborative environment where your contributions are valued and recognized.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state, or local protected class.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.