Community Banker, Interactive Services

Bank-of-Oak-Ridge; Oak Ridge (NC); On-site; USD 32,000 - 42,000; Full time

Job summary

Bank of Oak Ridge is seeking a dedicated Client Service representative to support customers via phone, video and chat. You will handle inquiries on accounts, cards, and online banking, while ensuring privacy and fraud controls are followed.

Role requires strong communication, a team mindset, and the ability to manage multiple tasks in a fast-paced environment. Shifts include evenings and some weekends.

Qualifications

• HS diploma or equivalent is required.
• At least two years of customer service experience.
• Two years in financial services preferred.
• Excellent written and verbal communication skills.
• Comfortable communicating via phone or video.
• Proficient with Microsoft Office.
• Detail oriented with ability to manage multiple priorities.
• Team player with a positive, professional attitude.

Responsibilities

• Provide clients and bank employees with prompt, accurate, courteous service via inbound calls, chat, and forms.
• Assist with inquiries on cards, transactions, online banking, and new deposits.
• Process teller transactions via the bank's interactive channel.
• Authenticate clients and follow privacy, limits, and fraud controls.
• Document interactions and follow up in approved systems.
• Escalate complex issues to team leads or defined escalation points.
• Support rotating schedules including weekends within stated hours.

Skills

Customer service

Phone and video communication

Written communication

Teamwork

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

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.