Consumer Digital Banking Representative
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North Shore Bank is about helping families thrive, businesses grow and communities flourish. We are dedicated to championing our customers, empowering them to bank their best life, and supporting the community we all share. And it’s our employees that make the difference. With offices located throughout eastern Wisconsin and northern Illinois, we offer a work culture that has been recognized as a Top Workplace twelve times by the Milwaukee Journal Sentinel.
As a mutual company, North Shore Bank isn’t publicly-owned, which means when we come to work every morning, our sole focus is on providing high-touch service to our customers and employees, and supporting our local communities. Are you looking for a company that places long-term growth ahead of short-term profits? Where you can put your customers first and think creatively to solve challenges? Where respect, integrity and being true to your word are valued and rewarded? This is the place.
SUMMARY: The Consumer Digital Banking Representative is responsible for supporting our customers with our consumer online banking platform and mobile application, including products integrated within our digital platform/application. This position is part of a team that supports our escalated and more complicated digital banking inquiries, focusing on behind-the-scenes tasks for platform enhancements as well as, trouble shooting and resolving customer issues.
ESSENTIAL DUTIES AND RESPONSIBILITIES: North Shore Bank’s Position Descriptions are intended to describe only the major responsibilities of the job. You may be expected to perform other duties specified by your manager. Everyone is expected to contribute whatever efforts necessary to operate efficiently and effectively to insure the success of North Shore Bank.
Responds to escalated and complicated customer inquiries from the Contact Center and other internal departments. Examples would include fraud events, hardware/operating system issues, etc., via phone inquiries, chat, and secured email.
Reviews and decisions digital payment restrictions, fraud, and verification follow-up for all digital payment channels. Examples: Zelle, Bill Pay, Transfer Now, etc.
Assists with system upgrades and new releases including, but not limited to, creating back-office reference materials and testing. This would include, but not limited to, testing new security features, new user interfaces, updates to disclosures, and updating the certification application.
Initiates and responds to tickets with our business partners’ digital teams.
Maintains accurate records of interactions with customers and recurring user problems.
Assists with updating documentation and organizing resources so they are easy to locate.
Performs customer account maintenance as needed to keep records updated.
Ensures quality control and compliance by working with appropriate internal business partners.
Participates as part of a response team for technical issues related to our digital systems.
Reviews reports for suspicious activity and suspect fraud and performs appropriate follow-up.
Monitors the Zelle dispute portal and responds appropriately to dispute requests within the network.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Must have a passion for technology and enjoy working in a fast-paced environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
High school diploma or its equivalent and a minimum of three years working with internal and/or external customers is required. Some post high school technical education is desired. Must be proficient with computer and digital channels. Experience in a help desk type of environment is helpful.
OTHER SKILLS and ABILITIES:
Position requires individual with effective verbal and written communication skills, including listening skills. Individual will need to function within an environment of potential distractions and interruptions, which require the ability to remain focused and manage priorities and details. Requires patience with customers and ability to remain calm.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand; walk; and stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
This position is located at 15700 W Bluemound Rd, Brookfield, WI. View the Google Map in full screen.