Universal Digital Banker

Job Title: Universal Digital Banker

Department: Bank Operations

Reports To: Operations Supervisor

Summary: As the Universal Digital Banker, you will serve as the first point of contact for customers seeking assistance with their banking inquiries and concerns of the newly launched digital bank. Your primary responsibility is to provide exceptional customer service by addressing their questions, resolving issues, and promoting bank products and services. You will handle a wide range of customer interactions via phone, email, and chat, ensuring a positive customer experience and upholding the newly launched digital bank’s reputation for excellence. You will have a thorough understanding of the customer’s transaction requirements and be able to effectively communicate all available options to them.

Essential Duties and Responsibilitiesinclude the following. Other duties may be assigned.

• Respond promptly and professionally to customer inquiries and concerns via phone, email, and chat channels.
• Efficiently and accurately resolve customer issues, including but not limited to account inquiries, transaction disputes, and technical difficulties.
• Perform account transactions including accepting loan applications, opening accounts, and processing transfers, withdrawals and deposits.
• Educate customers about the bank’s products and services, promoting cross-selling and upselling opportunities when appropriate.
• Assist customers with account maintenance tasks such as password resets, account updates, and address changes.
• Ensure all interactions and transactions comply with bank policies, procedures and regulatory guidelines.
• Stay informed about the bank’s products, services, and industry trends to provide up-to-date information to customers.
• Collaborate with team members and other bank departments to resolve complex customer issues and improve overall customer service.
• Work with confidential information and treat it sensitively.
• Maintain the integrity of bank collateral documents.

Position Requirements and Qualifications:

· High school diploma or equivalent; some college coursework or a degree in finance or related field a plus.

· Minimum five years of customer service and/or other general banking experience.

· Prior customer service or call center experience is preferred.

· Strong communication skills, both written and verbal, with a clear and friendly telephone manner.

· Proficiency in using customer relationship management (CRM) software and other relevant computer applications, including Microsoft Word, Excel and Outlook.

· Ability to multitask and work in a fast-paced environment while maintaining attention to detail.

· Problem-solving skills and the ability to think critically to resolve customer issues.

· Strong interpersonal skills and a customer-centric attitude.

· Knowledge of banking products and services is advantageous but not mandatory, training will be provided.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee will also be required to stand, walk and use hands to handle or feel. The employee must occasionally lift and/or move up to 50 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

Work Hours

Usual work hours are Monday – Friday, 8:00 a.m. to 5:00 p.m., with one hour off for lunch. Overtime work may be required from time to time.

Each Always.bank employee must comply with all federal and state regulations, policies, and procedures. This is to include all applicable governmental laws, rules and regulations relevant to their job including all Bank Secrecy Act regulations.

Job Type: Full-time

Pay: $14.00 - $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Cash Handling: 3 years (Required)
• Customer Service: 3 years (Required)

Ability to Relocate:

• Mobile, AL 36602: Relocate before starting work (Required)

Work Location: In person