Contact Center Associate

Superior National Bank; Hancock Township (MI); On-site; USD 32,000 - 55,000; Full time

Job summary

Superior National Bank is seeking a customer support specialist to manage inbound calls and assist with digital banking questions. You will act as an ambassador for our online products and ensure accurate, friendly service across phone, chat, and email channels.

The role requires strong communication, attention to detail, and the ability to resolve issues while navigating multiple banking tools. You will also support training and participate in our ongoing digital strategy.

Qualifications

• Excellent communication across voice, chat, text, and email.
• Ability to quickly identify customer needs and resolve issues.
• Strong comfort with technology and digital banking products.
• Knowledge of Regulation E, BSA, and NACHA basics.
• High school diploma required.

Responsibilities

• Handle inbound calls in a timely and professional manner.
• Identify customer needs and provide accurate issue resolution.
• Assist customers with account questions and maintenance.
• Promote and demonstrate digital banking products.
• Route customers to appropriate resources and channels.
• Support audit requests and review department reports.
• Monitor fraud systems and review potential fraud.
• Perform various account maintenance tasks.
• Ensure compliance with bank policies and regulatory training.
• Assist with online account opening applications.

Skills

Communication skills

Multichannel support

Problem solving

Attention to detail

Digital banking familiarity

Education

High school diploma

Job description

Summary

Primary focus is on managing customer contact and support. Participates in the day-to-day operations of the Department.

Major Duties & Responsibilities

• Manage inbound calls in a timely and professional manner.
• Strong focus on identifying customer needs, clarifying information, and issue resolution.
• Assist customers with account questions, statement balancing, product support, and account maintenance.
• Act as an ambassador of our digital products.
• Quickly identify needs to route customers to appropriate resources.
• Communicate with customers through multiple channels.
• Provides customer support and employee training and participates in the overall digital strategy for the bank.
• Monitor customer enrollment into OLB products.
• Manage the Online Account Opening applications.
• Review various department reports.
• Monitor fraud systems for potential check and deposit related fraud.
• Review fraud suspect items and contact customers to determine if further action is required.
• Review/ Approve ATM/Mobile deposit exceptions.
• Manage Req E Disputes.
• Manage the Deposit Scanning ‘To be Indexed ‘Folder.
• Review and fulfill asset verifications
• Perform a variety of account maintenance, including but not limited to:
  • Flagging accounts
  • Changing customer status
  • Deactivation of eStatements
  • Address changes
• Gives product demonstrations to customers as needed.
• Process and fulfill audit requests.
• Understands and follows bank/ department regulations, policies, and procedure, and participates in all compliance- related training.
• Other duties as assigned.

Education & Experience

• Excellent communication skills, including verbal, phone, written, listening, and people/soft-skills
• Ability to move appropriately and quickly between variety of communication channels including phone, chat, text.
• Strong comfort level with technology and digital banking products
• Professionalism
• Ability to multi-task
• High attention to detail
• Strong investigative and problem-solving skills
• Basic understanding of Regulation E, BSA, and NACHA Rules
• High school diploma