Online Customer Service Associate
Chesapeake Bank
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Benefits offered by this job
Job summary
Chesapeake Bank seeks an Online Customer Service Associate to guide customers through digital banking tools and channels. You’ll resolve questions, teach features, and ensure a smooth, friendly digital experience that reflects Chesapeake hospitality.
You’ll work across phone, text, chat, email, and apps, helping customers navigate online services with accuracy and care.
Qualifications
- High School diploma or equivalent
- At least 1 year in financial or related industry
- Excellent written and verbal communication skills
- Strong analytical, organizational and problem-solving skills
- Proficient in basic computer functions as well as the ability to learn new applications
- Ease and comfort in using the Internet
- Ability to utilize multi-line telephone
- Energetic “Can Do” attitude
- Exceptional listening skills
- Accuracy and strong attention to detail
- Comfortable with ongoing change as it relates to technology and processes
- Demonstrated ability to teach
- Ability to multi-task throughout the business day
Responsibilities
- Provide customer support between 8am and 6pm, and Saturday 9am–12pm
- Process new online account opening requests
- Handle inquiries via phone, email, online chat, text or secure messaging
- Process Online Banking enrollment and maintenance requests
- Support Online Banking, ACH and wire setup during Treasury Management backups
- Handle fraud-related tasks and research, secure customer information
- Cross-sell related products
- Review various reports related to bill pay and take action as needed
- Assist other departments on an as-needed basis
- Ensure compliance with related policies and risk management processes
Skills
Education
Job description
Some people see a question and give an answer.
You see a question and find a solution.
If you're the kind of person who enjoys helping others, loves technology, stays calm when things get busy, and gets genuine satisfaction from making someone's day easier, we may have the perfect opportunity for you.
At Chesapeake, we believe great service doesn't stop at the branch door. Our customers connect with us through phones, texts, chats, apps, and digital banking tools—and we're looking for someone who can bring the same friendly, hometown service to every digital interaction.
As an Online Customer Service Associate, you'll be the trusted guide helping customers navigate today's digital banking world. Whether you're solving a mystery, tracking down an answer, teaching a customer something new, or celebrating a successful resolution, you'll play a key role in creating experiences people remember.
- Helping customers feel confident using digital banking tools
- Solving puzzles and finding answers when customers need assistance
- Communicating through phone, email, chat, text, and other digital channels
- Learning new technology and becoming the "go-to" expert on online services
- Working with a supportive team that values collaboration and customer success
- Turning challenges into positive experiences
- Protecting customers by helping identify concerns and responding quickly when issues arise
- Sharing products and services that genuinely improve customers' financial lives
- Enjoys talking with people and building relationships
- Has a positive, "let's figure it out" attitude
- Thrives in a fast-paced, ever-changing environment
- Pays attention to the little details that make a big difference
- Can juggle multiple priorities without missing a beat
- Loves learning new systems and technology
- Communicates clearly and confidently
- Is naturally curious and enjoys problem-solving
- Takes pride in delivering exceptional service every day
- Friendly, approachable, and authentic
- Tech-savvy and eager to learn
- Organized and dependable
- A strong listener who understands needs before offering solutions
- Patient when teaching or assisting others
- Motivated by helping people succeedComfortable adapting as technology and customer expectations evolve
We're more than a workplace—we're neighbors helping neighbors. We believe in genuine connections, teamwork, and doing the right thing for our customers and communities. Here, your ideas matter, your growth is encouraged, and your contributions make a real difference every single day.
- Competitive salary and comprehensive benefits package.
- Opportunities for professional growth and career advancement.
- A supportive and inclusive work environment.
- The chance to make a significant impact within a dynamic organization
If you're ready to combine technology, service, and a whole lot of Chesapeake hospitality into a career you can be proud of, we'd love to meet you.
Online Customer Service Associate: Provide direct support for internal and external customers and act as a single point of contact for problem resolution for a wide range of products and issues. Manage customer requests with high quality service standards. Communicate with customers regularly via phone, text, e-mail, and online chat sessions.
- Provide customer support between the hours of 8am and 6pm, and Saturday from 9am to 12pm
- Process new online account opening requests
- Handle customer inquiries and research requests via phone, e-mail, online chat, text or secure online banking messaging
- Process Online Banking enrollment requests received from branches and customer requests received via website
- Handle Online Banking maintenance requests submitted via email, secure message, chat or 360 View
- Process Business Online Banking enrollments and maintenance, to include setup of ACH and wire capabilities during backup for Treasury Management
- Handle limit increases for ACH and wire limits as they are received during backup for Treasury Management
- Cross-sell related products
- Respond to customer and employee phone calls and emails concerning problems or questions in an accurate, timely, and professional manner
- Review various reports related to consumer and business bill pay and take action as needed
- Monitor incoming text messages through the Text Concierge portal
- Support customer-facing side of Zelle
- Submit, research and follow up with customer disputes
- Support digital wallet applications, including Apple Pay, Google Pay, and Samsung Pay, as needed
- Review and process Mobile Deposit transactions
- Provide support for Mobile and Remote Deposit Capture
- Process Text Banking enrollments
- Process Change of Address requests submitted online, including follow up with customers
- Review and reconcile several reports as needed
- Handle various fraud activities, up to and including research, assisting customers with next steps, moving quickly to secure customer personal information, and mitigating loss
- Assist other departments in research of potential fraudulent activities
- Knowledgeable of and complies with all related compliance, security and privacy policies
- Assist other departments on an as-needed basis
- Understand your role as defined by the three lines of defense to maintain a compliance culture that includes risk management processes
- Other duties as assigned
The above statements describe the job’s essential responsibilities and requirements. They are not an exhaustive list of the duties that may be assigned to job incumbents.
- High School diploma or equivalent
- At least 1 year in financial or related industry
- Excellent written and verbal communication skills
- Strong analytical, organizational and problem-solving skills
- Proficient in basic computer functions as well as the ability to learn new applications
- Ease and comfort in using the Internet
- Ability to utilize multi-line telephone
- Energetic “Can Do” attitude
- Exceptional listening skills
- Accuracy and strong attention to detail
- Comfortable with ongoing change as it relates to technology and processes
- Demonstrated ability to teach
- Ability to multi-task throughout the business day
Must be able to support customer service coverage between 8am and 6pm, and Saturday from 9am to 12pm.
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