Universal Banking Rep I

Academy Bank; Leavenworth, Northern (KS, KY); Hybrid; USD 32,000 - 52,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) plan

Company paid life insurance

Short and long term disability

Paid vacation, sick leave, holidays

Job summary

Academy Bank is seeking a Universal Banking Representative I to support clients via blended channels including video teller, web chat, email, and online banking. You will handle account opening, inquiries, and basic transactions while maintaining strong client relationships and compliance.

Top candidates will excel in multitasking, collaboration, and delivering exceptional service across digital channels, with a focus on accuracy and security.

Qualifications

• 1 year of Customer Service, Retail or equivalent experience.
• Familiarity with banking products and services.
• Proficient in basic office skills/equipment (computer, email, ten-key calculator, copier, scanner/fax, typing, telephone).
• Ability to communicate effectively in person, on-screen, over the phone and in writing.
• Strong attention to detail and ability to complete work accurately.
• Ability to think logically to analyze situations, resolve problems, and make sound decisions.
• Ability to handle multiple tasks simultaneously with multiple computer and software systems.
• Familiarity with electronic forms of communication (phone, video, social media, email).

Responsibilities

• Delivers fast, easy, and personal client service per company standards.
• Work as part of a team of client-facing associates with a professional, client-focused orientation.
• Provide front-line client support through email, Secure Mail, Web Chat or other Digital Banking channels.
• Process client requests and product applications submitted through web forms, email, fax, or electronic forms.
• Handle requests including Reg E inquiries, Stop Payments, ACH inquiries, account information; close accounts and password resets.
• Process and establish new accounts with due diligence and deliver fulfillment materials.
• Process secured credit card collateral accounts and refer applications to credit department.
• Maintain professional appearance and adhere to regulatory compliance in documentation.
• Protect client information and company trade secrets; follow policies for communication.
• Be proficient in video teller and online banking tasks and engage with clients professionally to deliver brand experience.
• Process transactions per bank policies and maintain confidentiality.
• Assist with troubleshooting Interactive Teller Machines and coordinate with IT/support teams.
• Perform ad hoc duties and maintain regular attendance at site.

Skills

Customer Service

Attention to detail

Communication skills

Problem solving

Multi-tasking

Banking products

Office software

Video/Online banking familiarity

Education

High school diploma or GED

Tools

Microsoft Office

Email

Ten-key calculator

Copier/Scanner/Fax

Job description

The Universal Banking Representative I will engage with clients in a blended contact center environment consisting of interactive video, web chat, secure mail and online banking interactions. Client interactions will be handled through direct video, phone, email, live chat and other electronic forms of communication. The agent will toggle between video teller and online banking interactions. The agent will work as part of a team under the direction of the center manager and assigned team leads. The agent will be responsible for supporting department objectives through direct client interactions, adhering to quality standards, and performing light administrative tasks.

A successful agent will be a client focused team player who is comfortable interacting with clients through video and other forms of client-facing technology such as email and live chat in order to complete banking transactions provide client service, support and recommending other products and services. The agent must be focused on the delivering of exceptional client service during each client interaction.

Full‐time associates are eligible for our benefit package that includes:

• medical, dental, and vision insurance
• 401(k) plan
• Company paid life insurance, short and long term disability insurance
• Company paid vacation, sick leave, holidays, and more! Position will remain open until a qualified applicant is hired.

Principal Accountabilities

• Delivers Fast, Easy, and Personal client service consistent with company's standards with each client and associate interaction.
• Work as part of a team of client-facing associates who exhibit a strong professional and client-focused orientation in all client interactions.
• Provide front-line cient support through multiple service requests or inquiries submitted through email, Secure Mail, Web Chat or other Digital Banking Channels.
• Receive, process, and fulfill client requests and product applications submitted through web forms, via email, fax, electronic support forms, and account applications, for all institutions. Representatives will work requests submitted through the web sites, outbound sales, and from the client care center.
• Process client support requests and inquiries including, but not limited to: Reg E Inquires, Stop Payments, ACH inquires, Account Information. Close accounts, Password Resets etc.
• Perform all tasks necessary to establish new accounts: Perform all due diligence required for new accounts, process applications, and deliver fulfillment materials, and upload approved accounts.
• Perform all tasks necessary to process secured credit card collateral accounts and refer applications to the credit department for further processing.
• Maintain a personally professional and presentable appearance in all internal and external client interactions.
• Ethically conducts operational tasks related to protecting client and bank assets and related to regulatory compliance, including properly documenting account opening, completing logs and other records to document proper procedures, obtaining and ensuring the accuracy of all regulatory and procedural documentation.
• Protects all client information and bank trade secrets and business records as confidential, and follows all company policies for communication with clients, vendors and associates.
• The ability to adhere to specific quality standards, codes of conduct and professionalism.
• Be fully proficient in video teller and online banking tasks.
• Engage with clients in a professional and friendly manner while providing a positive brand experience during each client interaction.
• Process bank transactions including check cashing, withdrawals, account inquires and other transactions and inquiries in accordance with bank policies and procedures.
• Maintains current knowledge and consistent compliance with regulations and bank policies and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements; Employee handbook policies; and Operations, Audit, and Security policies through regular and thorough training.
• Assist with troubleshooting and issue resolution tasks associated with Interactive Teller Machines and liaise appropriately with center management, branch, operations, and IT staff in problem identification and resolution.
• Perform administrative tasks as assigned.
• Work with individuals in other departments (retail branches, client care, online banking, and client relations) to address Universal Teller Center customer service issues and escalations.
• The agent must be able to work a schedule commensurate with Retail Branch and Interactive Teller Machine hours of operation which may include evening and weekend shift assignments
• Maintain customer confidentiality.
• Ad hoc duties as assigned
• Regular attendance is required, working at the worksite during regular business hours and/or assigned hours.

Position Requirements

Minimum Qualifications

• High school diploma or GED
• 1 year Customer Service, Retail or equivalent experience
• Familiarity with banking products and services
• Strong attention to detail and ability to complete work accurately.
• Proficient in basic office skills/equipment, including computer, email, ten-key calculator, copier, scanner/fax, typing, telephone, organization systems, and Microsoft Office suite of products.
• Ability to communicate effectively in person, on-screen, over the phone and in writing.
• Above average ability to think logically in order to analyze situations, resolve problems, and make sound decisions.
• Ability to solve problems while working directly with external and / or internal customers.
• Ability to handle multiple tasks simultaneously. Proficient at working with multiple computer and software systems.
• Familiarity and high comfort level with a variety of electronic forms of communication -- phone, video, social media, email, etc

Physical Requirements

The work environment is typical of a standard office setting. Sedentary work; exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time, walking and standing are required only occasionally. Talking; expressing or exchanging ideas by means of the spoken word. Activities must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly. Hearing; perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations in recommending other products and services. The agent must be focused on the delivering of exceptional customer service during each customer interaction.

Full-time/Part-time

Full-time