Senior Customer Service Representative - eDC

• Support performance of less experienced Customer Service Representatives, new or enhanced services and procedural changes, and the overall effectiveness of team
• Provide feedback and present ideas for improving or implementing processes and tools with an overall customer service impact
• Perform complex customer support tasks
• Provide subject matter expertise and interpretation of procedures to less experienced Customer Service Representatives and provide direction to meet defined productivity and performance goals
• Interact with immediate team and communicate with other departments
• Support less experienced representatives and assist managers or supervisors on handling escalated inquiries or complaints
• Perform research to resolve complex customer problems
• Recommend areas needing improvement
• Interact with internal and external customers
• Electronic Deposit Center with the daily processing of electronically deposited business customer checks
• This position will review electronic deposits and monitor for exceptions related to image quality, duplicate items and various other exception types
• This position will send correspondences to customers to inform them of denials and provide operational and customer support where needed

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

• Item Processing experience e.g. electronic checks, saving bonds etc.
• Experience with the eDC application, Operations Image Browser, Hogan
• Ability to meet consistent deadlines efficiently
• Effective organizational, multi-tasking and prioritizing skills
• Proven ability to prioritize tasks, meet tight deadlines, and perform under pressure effectively
• Proven ability to perform effectively in a fast‑paced, high‑demand environment while managing and balancing multiple priorities
• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Strong verbal, written, and interpersonal communication skills
• Ability to navigate multiple computer systems, applications, and utilize search tools to find information