Current Job Openings

JOB DESCRIPTION
Job Title: Collateral Protection Specialist
Department: Loan Operations
Reports to: Collateral Protection Manager
FLSA Status: Non-Exempt
SUMMARY
Developing, maintaining, and ensuring procedures are adequate to protect the bank from risk
associated with lack of collateral perfection as it relates to non-real estate collateral. Develop
and maintain other risk mitigation procedures that may be assigned.
ESENTIAL DUTIES AND RESPONSIBILITIES include the following.
• Develop and implement adequate procedures for receiving, maintaining, and tracking all insurance policies related to collateral for consumer/commercial loans.
• Establish and carry out processes for setting up ticklers for; monitoring, updating, and following up on cancelled/expired policies and force-placing insurance when required, in accordance with all regulatory and bank policies.
• Develop processes for communication with retail staff to ensure that information necessary for collateral protection and perfection is requested and collected from borrowers.
• Maintaining collateral perfection tracking items including vehicle titles and UCC financing statements to track collateral for continuations to keep all collateral perfected.
• Ensure that procedures are adequate to protect the bank from risk associated with lack of collateral perfection as it relates to non-real estate collateral.
• Develop or assist in developing credit related procedures including those related to quality control and ensuring such procedures are effective in achieving their intended goals and mitigation risk to an acceptable level.
• Scanning and filing documents maintained by the credit department and relied on for carrying out responsibilities.
• Cross-training on quality control of scanning, setup, and maintenance.
• Assisting with special projects and other duties as assigned.
• Must possess ability to work with others in a team environment and follow work rules and procedures.
• Must be able to accept direction and coaching from supervisors.
• Other duties as may be assigned.
SUPERVISORY RESPONSIBILITIES
None at this time.
QUALIFICATIONS. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND EXPERIENCE. Bachelor’s degree in finance and two years’ experience in compliance or related field preferred.
JOB RELATED SKILLS
Good PC skills including the use of Microsoft Word and Excel. Ability to conduct research and effectively communicate findings and recommendations. Ability to work with others one-on-one and in groups. Ability to work independently. Possesses personal initiative to complete projects timely.
LANGUAGE SKILLS. Ability to read and comprehend instructions, procedures, correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
MATHEMATICAL SKILLS. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractures and decimals. Ability to compute rate, ratio, and percent.
REASONING ABILITY. Ability to solve what may be complex problems related to understanding or application of regulations, policies, procedures or other requirements. Ability to study a process, issue, or problem; dissect the steps or component parts into individual items; consider the effectiveness and efficiency of each item; and consider recommendations to improve the process or resolve the issue or problem. Apply common sense understanding to carry out multiple step instructions. Ability to deal with situations with multiple, occasional or no variables.
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 write, type, file, etc.; and to talk and hear. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.
WORK ENVIRONMENT. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
The noise level in the work environment is usually quiet.

JOB DESCRIPTION
Job Title: Customer Support Agent - Level II
Department: Customer Support
Reports to: AVP, Customer Support Supervisor
FLSA Status: Non-Exempt

BACKGROUND
The Customer Support Center consists of three levels of support. Level I processes the incoming calls from the Bank’s Customer Service numbers and ensures the customer has reached their desired destination. Level II responds to customer requests by channels through branch transfer, calls transferred from Level I agents, the Bank’s public website Contact Us link, digital products platforms, chat (both internal and external) or other messaging services. Level III responds to advanced customer requests by channels including ATMs with Express Banker services (ITMs) with video interaction as well as video interaction through other digital channels. The Customer Support Center management structure consists of Customer Support Team Lead and Level III Team Lead which assist with day-to-day operations and scheduling. They work at the direction of the Customer Support Center Supervisor.

 

SUMMARY
Customer Support Center Agents are at the forefront of delivering a world class customer service experience through traditional channels such as telephone and internal support tickets but also digital channels including email, chat (both internally and externally) and product platforms to assist with customer questions and transactions. A Level II Customer Support Agent provides assistance to customers who want to manage their accounts digitally or by phone, while also enabling, modifying or terminating other digital payments/services. They provide support and solutions that efficiently meet the customer’s financial needs. Every customer interaction is considered an opportunity to deepen the bank/client relationship.
A Level II Customer Support Agent is responsible for five major components.
1) Providing a positive customer experience from the beginning of the inquiry to the end.
2) This position assists in maintaining the health and availability of digital products, deposit, loan or other Bank products by reporting product/service errors or unavailability, security and fraud vulnerabilities, compliance findings, training deficiencies, etc. to the appropriate supervisor or area. Employees will be tasked to participate in the promotion of new or updated products and services.
3) This position will conduct transactions or changes to customer files, grant access to other bank products/services, terminate access to products/services based on the scripts, policy and procedures of the service. Employees will be responsible for understanding the risk when making changes to customer files.
4) Employees in this position work within federal and state regulation, internal control, and physical/cyber security.
5) This position will be expected to participate in bank wide training that will be assigned by management. Additionally, employees may be asked to seek elevated training to help support the bank’s digital products or other specialized services.
Please note: this position is not a remote or work from home position.
Hours: The Customer Support Center business hours are currently available from 7:00am - 8:00pm Monday-Friday and Saturday 8:00am – 2:00pm. Employees are required to work a flexible schedule if necessary. The position will work a total of 40 hours each week.

ESSENTIAL FUNCTIONS INCLUDE the following. Other duties may be assigned.
Customer Support
• Assist customers via telephone, email, and video chat (internal and external) and digital product platform communication channels providing information and problem resolution in a positive, courteous, and professional manner.
• Identify and assess customers’ needs and cross-sell or make sales referrals of Bank products and services while promoting customer self-service.
• Relieve Level I agents as needed, answering and directing calls.
• Participate in customer calling campaigns such as compromised debit cards, inactive online banking accounts or updating customer contact information.
• Answer questions about letters/mailings sent out by Bank and/or marketing material.
• Must possess ability to work with others in a team environment; must be able to accept direction and coaching from supervisors. Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
Product Support
• Report issues related to security or fraud concerns via internal support tickets or thru supervisor/leads.
• Report issues related to product is unavailable or error messages via internal support tickets or thru supervisor/leads.
• Report compliance issues, such as ADA (American Disabilities Act), Privacy Act and other consumer related regulations to supervisor/lead.

 

Processing
• Identify customer using knowledge based information with step up authentication as higher risk requests occurs.
• Utilize Jack Henry Silverlake/Xperience system to provide account information to customers. Interpret information found on Account History screens. Provide customer requested documentation (such as statements, notices or tax forms). Monitor product enhancements and train employees accordingly.
• Complete CIF and account maintenance forms; (ex: address, account types, email, phone numbers). Assist with special CIF clean-up projects.
• Quote deposit rates including interest earned and maturity dates for CD/IRAs, and loan interest accrual, pay-offs, and maturity dates.
• Complete debit card maintenance forms, request PIN reminders and card replacements; raise/lower limits on cards, warm and/or hot card if customer card is lost/stolen or if fraud is suspected, implement travel alerts, assist with token subscription and general trouble shooting. Accept debit card complaints such as fraudulent transactions or disputed transactions.
• Work with online banking and mobile banking platforms, resetting passwords and multifactor authentication challenge questions, adding accounts, remote deposits, electronic statements, and valid transfer paths, managing dormant accounts; provide general troubleshooting assistance.
• Ability to prepare verifications of deposits and loans; place and look-up stop payments; take credit card and loan payments by phone; reorder checks for customers. Assist with account closures.
Internal Control/Security/Compliance
• Accurately and timely complete checklists developed by Lead/Supervisor.
• Handle complaints or reported issues/incidents while providing helpful solutions or alternatives and reporting issues and follow up to ensure timely resolution.
• Follows policies and procedures; completes administrative tasks correctly and on time; supports the Bank’s goals and values; benefits the Bank through outside activities. Recognize and report to the appropriate suspicious activity including cyber activity.

 

Training
• Maintain current information about products/services you support.
• Maintain knowledge of cyber threats and best practices to minimize risks to the organization.
• Participate in business continuity testing
• Maintain knowledge of GLBA and BSA. Report suspicious activity to the appropriate resources.
OVERALL CORE COMPETENCIES INCLUDE
• Passion for customer experience and for assisting internal/external customers.
• Excellent verbal and written communication skills with emphasis on proper grammar, etiquette and voice qualities such as tone, inflection and enunciation.
• Must be enthusiastic about contributing to an organization focused on continuously improving consumer experiences.
• Problem solving ability, and customer advocacy and/or voice of the customer strategy experience.
• Strong computer skills and the ability to utilize multiple computer applications simultaneously.
• Close attention to detail, demonstrate positive attitude and professional demeanor - practicing strict confidentiality for all sensitive information.

 

SUPERVISORY RESPONSIBILITIES None.

 

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION AND EXPERIENCE High school diploma or GED; previous banking and customer support service experience desired. Knowledge of Microsoft Office.

 

COMMUNICATION Must have excellent interpersonal and communication skills. Must have a friendly and professional voice, speaking concisely and professionally.

 

REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

 

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 write, type, file, etc.; and to talk and hear. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 pounds and occasionally life and/or move up to 25 pounds. Specific vision abilities required by this job include close vision.

 

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of his 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.