Bookkeeping/Debit Card Telephone Representative

Better Banks; Chillicothe (IL); On-site; USD 38,000 - 59,000; Full time

Job summary

Better Banks is seeking a Debit Card Fraud Telephone Representative to serve as the primary contact for customer service within the bookkeeping function and assist the Bank Card Operations & Fraud Specialist with debit card duties. This role reports directly to the Cashier.

The position requires at least 3 years of banking experience, strong communication skills, and the ability to manage inquiries, research issues, and assist with statements, notices, and fraud reviews while cross-selling

Qualifications

• Minimum 3 years’ banking experience (bookkeeping, data entry, help desk, or operations).
• Excellent written and verbal communication; able to handle inquiries professionally.
• Ability to work under pressure with attention to detail.
• Proficiency in MS Office; familiarity with debit/credit card policies.

Responsibilities

• Serve as the primary point of contact for incoming calls for the bookkeeping department.
• Assist customers by telephone with routine account-related requests; research and resolve inquiries.
• Review debit card fraud claims to determine if transactions are fraudulent.
• Cross-sell and market new and existing products and services.
• Submit and verify daily Cash Management files; assist with statements and notices.
• Perform other duties as assigned.

Skills

Banking experience

Customer service

Data entry

Phone support

Job description

Description

GENERAL DESCRIPTION

The Debit Card Fraud Telephone Representative is directly responsible for being the primary point of contact for providing telephone customer service support/assistance to the bookkeeping function regarding customer account related inquiries. In addition, this position administratively assists the Bank Card Operations & Fraud Specialist with debit card fraud duties. This position reports directly to the Cashier.

DUTIES & RESPONSIBILITIES

• Performs as the primary point of contact for incoming calls directed to the bookkeeping department
• Assists customers over the telephone with routine account-related requests; researches and resolves account service inquiries/issues; and responds to client inquiries promptly, effectively, and professionally, with a positive attitude
• Assist with debit card inquiries and fraud cases, including review of fraud claims to determine if transaction was actually fraudulent
• Utilizes marketing techniques to build relationships by actively cross selling and marketing new and existing products and services to current and potential customers
• Performs Cash Management daily file submission and verification callbacks
• Assists with stuffing of statements & notices
• Performs other duties as assigned

Requirements

EDUCATION &/OR WORK EXPERIENCE REQUIREMENTS

• A minimum of 3 years’ experience in banking – ex: bookkeeping, data entry, help desk, and/or operations functions

MENTAL & PHYSICAL REQUIREMENTS

• Ability to sit/stand/kneel/bend/for extended periods of time. Developed interpersonal skills, ability to work under high pressure while remaining composed. Strong communication skills – both oral and written, with attention to detail, is critical. Organization, prioritization, and time management skills are needed.

COMPETENCIES

• Jack Henry 20/20 Experience, proficiency in MS Office, problem solving/reasoning/analysis, familiarity with bookkeeping and banking, and a thorough knowledge of policies, procedures, & regulatory pertaining to debit & credit cards, proficiency in rules & regulations regarding Bank Secrecy Act, USA Patriot Act, & OFAC.