eServices Representative

State Street Bank; Quincy (IL); On-site; USD 36,000 - 48,000; Full time

Job summary

State Street Bank in Illinois seeks an eServices Representative who serves as the primary telephone contact for eServices and customer account inquiries, reporting to the eservices Accounting Manager. The role involves assisting customers by phone with routine questions, cross-selling banking products, handling online submissions, and responding to messages while maintaining professionalism.

A minimum of one year in banking and proficiency with MS Office and Jack Henry Silverlake are preferred;

Qualifications

• Minimum of 1 year in banking or related customer service roles.
• Ability to communicate clearly by phone and written.
• Experience with cross-selling financial products is a plus.

Responsibilities

• Serve as the primary point of contact for incoming eServices calls.
• Assist customers over the telephone with routine questions or issues regarding eServices.
• Cross-sell and promote bank products and services to current and potential customers.
• Process online submissions for the bank.
• Respond to eServices messages in a timely and professional manner.
• Run reports and complete required steps for eServices operations.
• Contribute to positive customer service and teamwork within the bank.
• Perform daily verification and tracking of Aurora Document Imaging workflows.
• Verify daily mobile deposits.
• Perform other duties as assigned.

Skills

Interpersonal skills

Strong communication

MS Office

Tools

Jack Henry Silverlake

Job description

Description

GENERAL DESCRIPTION

The eServices Representative is directly responsible for being the primary point of contact for providing telephone customer service support/assistance regarding eServices and customer account related inquiries. This position reports directly to the eservices Accounting Manager.

DUTIES & RESPONSIBILITIES

• Performs as the primary point of contact for incoming calls regarding any eServices
• Assists customers over the telephone with routine questions or issue with any eServices; and responds to client inquiries promptly, effectively, and professionally, with a positive attitude
• Utilizes marketing techniques to build relationships by actively cross selling and marketing new and existing products and services to current and potential customers
• Handle all online submissions for the bank
• Handles all eServices messages and responds accordingly
• Runs and pull various reports regarding eServices and completes any steps necessary
• Assists with efforts to identify and implement a positive overall customer service
• Contributes to fostering positivity and teamwork within the bank
• Performs daily verification, workflow, and exception tracking of Aurora Document Imaging
• Verifies mobile deposits daily
• Performs other duties as assigned

Requirements

EDUCATION &/OR WORK EXPERIENCE REQUIREMENTS

• A minimum of 1 year experience in banking preferred – ex: bookkeeping, customer service, 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 Silverlake Experience, proficiency in MS Office, problem solving/reasoning/analysis, familiarity with banking, and a thorough knowledge of policies, procedures, & regulatory pertaining reg E, proficiency in rules & regulations regarding Bank Secrecy Act, USA Patriot Act, & OFAC