Customer Service Representative

• Support customers and business partners by independently responding to ACH related customer research requests, problems, and issues, assuming end to end ownership of each case
• Handle inquiries from internal and external customers and business partners within a call center environment
• Research and respond to telephone, fax, or other inquiries and investigations from internal and external customers in a timely manner
• Prepare and maintain a record of all inquiries and investigations
• Investigate and research more complex data and problems by gathering and analyzing appropriate information
• Partner with appropriate resources to seek out solutions to problems
• Research and resolve problems within established department timeframes
• Perform duties and assignments within established timeframes, ensuring proper follow-up and completion
• Communicate resolution to the appropriate party in a timely manner
• Manage risk by following all policies and procedures and staying abreast of changes to them

2+ years of Customer Service, Financial Services or Contact Center experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• Call center customer service experience in the financial services industry
• Experience working with financial account transactions with an understanding of debit and credit transactions
• Experience performing repetitious tasks
• Experience meeting deadlines in a fast-paced environment
• Ability to provide strong customer service while actively listening and responding in an appropriate manner
• Ability to coordinate completion of multiple tasks and meet established service level agreements
• Ability to research problems, analyze data, escalate, or recommend potential solutions
• Ability to take initiative and work independently with minimal supervision in a fast-paced and results-driven environment
• Ability to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
• Ability to interact with all levels of an organization
• Ability to effectively listen and elicit information
• Intermediate problem-solving skills
• Intermediate PC skills with the aptitude to learn new systems quickly
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Intermediate data entry and attention to detail skills
• Excellent verbal, written, and interpersonal communication
• Research and documentation skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information
• Ability to work effectively in a team environment and across all organizational levels where flexibility, collaboration, and adaptability are important

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement