CUSTOMER SERVICE REPRESENTATIVE ONLINE BANKING - ONSITE MIRAMAR, FL - First State Bank of the Florida Keys

First State Bank of the Florida Keys is a customer-focused bank with a long history of serving, reaching out, and connecting with the community. Founded in 1955 with a single branch in Key West, the bank has grown and changed, as has the surrounding community, but our core values remain the same. First State Bank of the Florida Keys recognizes that what sets us apart are our people.

We are currently recruiting for an experienced, proactive, self-starter to provide support to our Online Banking Department.

Position Summary:

The representative handles customer questions, complaints, and account inquiries with the highest degree of courtesy and professionalism to resolve customer issues with one call resolution. Routine tasks must be completed timely to ensure continuous flow throughout the organization; therefore, the representative must possess the ability to multi-task, work independently, maintain focus, and pay strong attention to detail. To ensure this process flow is consistent, cross training within the Online Banking Department is essential.

Duties and Responsibilities Include (but are not limited to):

• Administer daily data processing functions, including: new enrollments, electronic file transfers, wire transfers, stop payments, ACH, bill pay drafts, and other related activities, including troubleshooting and technical support.
• Administer requests for additions, changes, research, and assistance related to Online Banking transactions and services, automated voice response system, core banking system, and any other products or services managed by the Online Banking Department.
• Answer customer/client requests or inquiries concerning services, products, fees, claims, and reports problem areas.
• Organize and respond to action items and customer communications generated online, as well as customer service and interdepartmental email; prepare customer and interdepartmental communication as needed.
• Perform general office duties including filing, preparing mailings, and data entry.
• Provide back-up support to all other unit functions and assist with any related task as requested, needed, or assigned by the specialist/manager.
• Responsible for improving customer retention through cross-selling of programs and services available to the customer.
• Responsible to answer and transfer calls on a multi-line phone system
• Strong understanding of the concepts of audit trails and separation of duties.
• Standard office skills such as: typing with accuracy and reasonable speed, business software applications, including Microsoft Windows, Outlook, Word and Excel; Fax; Scanner; Photocopier; etc.
• Sound computer/technical skills including basic troubleshooting; understanding of batch processing; transaction flow in a banking environment; or call center/help desk environment a plus.
• Appetite for continuous learning; resiliency and an affinity for change.
• Performs other related duties and responsibilities as assigned.