Digital Universal Banker-Experienced (In-Office)

About the position

The Digital Universal Banker Tier 2 Call Center plays a crucial role in supporting the digital banking channel by providing technical assistance to customers and team members. This position focuses on troubleshooting issues related to digital banking services, educating customers on digital solutions, and facilitating financial transactions through various channels. The role emphasizes ownership of the customer experience and champions digital banking solutions both internally and externally.

Responsibilities
? Assist customers and internal departments with a variety of requests over email, chat, and phone.
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? Answer and return calls in a timely manner.
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? Provide resolutions to customer issues effectively.
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? Maintain a strong working knowledge of all applicable policies, procedures, and product lines for electronic banking channels.
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? Complete user registration, manage bill pay issues, and provide technical support.
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? Provide step-by-step technical instruction and support related to browser or security settings and overall product usage.
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? Manage requests from other departments sent via a ticket system.
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? Perform other duties as assigned relative to the general work of the position.

Requirements
? Previous bank operations, digital banking, branch manager, and/or customer service experience preferred.
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? Strong technical, math, and reasoning skills.
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? Strong organization, time management, and listening skills.
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? Ability to self-manage and remain detail-oriented with multiple projects.
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? Ability to follow through and be proactive in client relationships.
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? Ability to understand and follow regulations.
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? Ability to be proactive and self-motivated in a fast-paced work environment.
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? Advanced knowledge of Microsoft Word, Excel, and Database Software.
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? Ability to handle constantly changing workflow and prioritize effectively.
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? Exceptional verbal, written, and interpersonal communication skills.
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? Ability to navigate complex problems involving multiple facets.

Nice-to-haves
? Experience with mobile applications for at least 2 years.
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? Ability to relocate to Birmingham, MI 48009 before starting work.

Benefits
? Comprehensive benefit package including health insurance and paid time off.

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