Community Banker, Interactive Services

Bank of Oak Ridge; Oak Ridge (NC); On-site; USD 21,000 - 30,000; Full time

Job summary

Bank of Oak Ridge in North Carolina seeks a Client Service Associate to support clients and staff through phone, video, and online channels. You will handle inquiries about accounts, cards, and online banking, process transactions, authenticate clients, and escalate complex issues when needed.

A HS diploma and at least two years of customer service experience in financial services are preferred; proficiency in MS Office and strong communication are essential.

Qualifications

• Minimum HS diploma or equivalent is required.
• Minimum 2 years of customer service experience.
• 2 years of financial services experience preferred.
• Excellent written and verbal communication.
• Comfortable communicating with clients over the phone or video.
• Proficient in Microsoft Office (Word, Excel, Outlook, Teams).
• Detail oriented with ability to manage multiple priorities in a fast-paced environment.
• Team player with a positive, professional attitude.

Responsibilities

• Provide clients and staff with prompt, accurate, courteous service via calls, chat, inquiries, and forms.
• Assist with inquiries about cards, transactions, online/mobile banking, and online deposits.
• Process teller transactions through the bank’s interactive teller channel.
• Authenticate clients and process requests per procedures, privacy, and fraud controls.
• Document interactions and follow-up actions in approved systems.
• Escalate complex or unresolved matters to the Team Leader or escalation points.
• Maintain a flexible schedule with rotating shifts 7:45am–6:15pm and Saturdays 8:45am–1:15pm.

Skills

Customer service

Communication skills

MS Office

Phone/Video communication

Attention to detail

Team player

Education

HS diploma or equivalent

Tools

Microsoft Office

Job description

Description

Client Service and Interactive Banking

• Provide clients and bank employees with prompt, accurate, and courteous service through inbound telephone calls, online chat, website inquiries, client contact forms, and other approved communication channels.
• Assist with a variety of inquiries and requests regarding debit/credit cards, account transactions, online/mobile banking, opening new deposit accounts via online channels, etc.
• Process teller transactions through the Bank’s interactive teller channel to include check cashing, deposits, fund transfers, withdrawals, etc.
• Authenticate clients and process requests in accordance with Bank procedures, transaction limits, privacy requirements, and fraud-prevention controls.
• Document client interactions, service requests, unresolved issues, and follow-up actions in the Bank’s approved systems.
• Escalate complex, unusual, or unresolved matters to the Interactive Services Team Leader or other defined escalation points.
• Flexible with schedule to include rotating weekly shifts between the hours of 7:45am-6:15pm and rotating Saturday shifts from 8:45am-1:15pm.

Relationship Support and Referrals

• Build positive relationships with Bank clients by delivering responsive, accurate, and professional service.
• Make timely referrals to branch, lending, treasury management, insurance, or other Bank personnel when a client’s needs require additional expertise.
• Identify client needs arising during service interactions and explain appropriate Bank products and service options within established guidelines.

Compliance

• Comply with the Bank Secrecy Act, Anti-Money Laundering requirements, Customer Identification Program requirements, Office of Foreign Assets Control requirements, applicable consumer-protection requirements, and all Bank policies and procedures.
• Follow established client-authentication, information-security, privacy, fraud-escalation, transaction-limit, and dual-control procedures.
• Promptly report suspected fraud, unusual activity, client complaints, processing errors, and system issues through established escalation channels.

Requirements

• Minimum education level of HS diploma or equivalent.
• At least two (2) years of customer service experience relative to the job.
• Two (2) years of financial services industry experience preferred.
• Excellent written and verbal communication skills.
• Comfortable communicating with clients primarily over the phone or video.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, Teams).
• Detail oriented with ability to work in a fast-paced environment managing multiple priorities.
• Team player with positive, professional attitude.