Receives and processes customer requests for information. Processes and balances reports of customer transaction activity in support of IVR, online banking and check clearing processes. Communicates to customers, other staff members and interested third parties via telephone systems and through correspondence concerning account transactions regarding checking, IVR, online banking, and bill payment services.
Responds in a timely manner to customer inquiries and requests for information concerning True Blue Online® activity, bill payments and transfers, and research of unposted items either verbally or through written correspondence (normally forms or form letters). Interacts with online banking related vendors, as appropriate.
Processes various reports of customer transaction account activity, reviewing checks written against customer accounts, determine to pay and/ or return items to meet daily deadlines. Balances various general ledger accounts, and interacts with personnel at the Federal Reserve Bank of Kansas City and the Check Processing Center, as appropriate.
Conducts timely payment research requested by customers, for unposted payments. File EFT forms daily, and log into Sharepoint. Interacts with vendor personnel. Sends proof of payments to payees, and either verbally or in writing works with customers/payees to resolve bill payments/online banking issues, on behalf of a customer.
Completes back office work such as filing and bookkeeping. Gathers, analyzes and organizes data in order to compile various reports. Maintains appropriate files and records concerning customer transactions. Reports to Audit and Accounting as required. Supports all Electronic Banking Services processes and staff, as needed.
Through written correspondence (normally forms or form letters) and secured messages send notification to customers for all check clearing, IVR, and online banking processes. Processes correspondence requests. Performs verification of correspondence sent to customer, accounts properly posted for returned and stop payments.
Must comply with current applicable laws, regulations and bank policies, procedures. Timely completion of assigned True Blue University courses is required.
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including the CRT system, telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable and timely attendance.Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.Mental and/or Emotional Requirements
Must be able to sit, bend, move and travel within the building to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.