Customer Support Representative

Killbuck Bancshares Inc; Northern (KY); Hybrid; USD 32,000 - 45,000; Full time

Job summary

Killbuck Bancshares Inc is seeking a customer service representative to handle inbound calls and research inquiries, while delivering basic account services such as balances and transfers. You will assist with cards, payments, and digital banking support, ensuring accurate routing to the right teams.

You will also engage in daily deposit operations tasks, monitor for fraud indicators, review high-value checks, and coordinate with branches.

Qualifications

• Receives and fields incoming customer service calls from customers.
• Reseaches and resolves customer inquiries.
• Provides basic account services, including balances and transfers.
• Handle requests on accounts, cards, or payments and provide support to other teams within the department.
• Provide support for digital banking, which may include passwords and basic navigation.
• Transfer calls to appropriate bank personnel or into voice mail when necessary
• Perform daily Synergy processing and various other basic tasks for Deposit Operations
• Excess transaction monitoring.
• Review all “On Us” checks of $5,000 and greater for Fraud Mitigation.
• Daily Mobile Deposit Review.
• Process and Track all returned mail and notify branches of returned mail.
• Check ordering as needed.
• Daily printing and mailing of debit cards in addition to a daily audit count of inventory of supplies.
• Responsible for knowledge and expertise in utilizing technology and numerous software packages used by the Bank.

Responsibilities

• Handle incoming customer service calls in a courteous and efficient manner.
• Research and resolve customer inquiries with accuracy.
• Assist customers with basic account services such as balances and transfers.
• Support other teams within the department for account, card, and payment requests.
• Provide guidance for digital banking, including password resets and navigation help.
• Escalate to appropriate bank personnel when needed and manage voicemail routing.
• Execute daily Synergy processing and related Deposit Operations tasks.
• Monitor unusual or excess transaction activity for fraud indicators.
• Review high-value checks and participate in fraud mitigation.
• Process mobile deposits and maintain daily mail and inventory workflows.
• Order checks and manage printed materials as required.
• Maintain proficiency with banking systems and software across tasks.

Skills

Customer service

Phone support

Account services

Digital banking support

Fraud awareness

Team collaboration

Tools

Banking software

Fraud monitoring tools

Digital banking tools

Job description

Description

Provides quality service by telephone to bank customers in an efficient and professional manner.

Requirements

• Receives and fields incoming customer service calls from customers.
• Researches and resolves customer inquiries.
• Provides basic account services, including balances and transfers.
• Handle requests on accounts, cards, or payments and provide support to other teams within the department.
• Provide support for digital banking, which may include passwords and basic navigation.
• Transfer calls to appropriate bank personnel or into voice mail when necessary
• Perform daily Synergy processing and various other basic tasks for Deposit Operations
• Excess transaction monitoring.
• Review all “On Us” checks of $5,000 and greater for Fraud Mitigation.
• Daily Mobile Deposit Review.
• Process and Track all returned mail and notify branches of returned mail.
• Check ordering as needed.
• Daily printing and mailing of debit cards in addition to a daily audit count of inventory of supplies.
• Responsible for knowledge and expertise in utilizing technology and numerous software packages used by the Bank.

Updated 050523

EOE