Contact Center Associate

Title Contact Center Associate

About the Organization Superior National Bank approaches every day with the philosophy that we Grow Your Future. Our employees are instrumental in helping us achieve that goal. As an organization we value the efforts of our employees as they strengthen our pillars of trust through the great work that they do. Each member of our team plays an integral role in supporting the overall success of the organization. We try to create a work environment that supports employee development and engagement by staffing our locations with honest hard-working people who truly care about one another their customers and our community. If this describes a culture that appeals to you we invite you to apply to join our team. Thank you for your interest in becoming a team member of Superior National Bank

Tags customer service customer contact support digital & payments ACH wire origination Reg E remote deposit capture OLB NACHA multi-tasking professional

EOE Statement Superior National Bank is an equal opportunity employer that does not discriminate on the basis of race religion national origin ancestry age color sex gender gender identity gender expression physical or mental disability medical condition pregnancy military or veteran status marital status sexual orientation genetic information or other characteristic protected by applicable law. If you have a disability that impairs your ability to be considered interviewed or tested for a position please let us know what accommodations you may require.

Open Date 3122026

Location Hancock

Description Department Deposit Operations Reports To Deposit Operations Coordinator Supervises None Last Updated 04.15.2025

Summary Primary focus is on managing customer contact and support. Participates in the day-to-day operations of the Department.

Major Duties & Responsibilities

• Manage inbound calls in a timely and professional manner.
• Strong focus on identifying customer needs clarifying information and issue resolution.
• Assist customers with account questions statement balancing product support and account maintenance.
• Act as an ambassador of our digital products.
• Quickly identify needs to route customers to appropriate resources.
• Communicate with customers through multiple channels.
• Provides customer support and employee training and participates in the overall digital strategy for the bank.
• Monitor customer enrollment into OLB products.
• Manage the Online Account Opening applications.
• Review various department reports.
• Monitor fraud systems for potential check and deposit related fraud.
• Review fraud suspect items and contact customers to determine if further action is required.
• Review Approve ATM Mobile deposit exceptions.
• Manage Req E Disputes.
• Manage the Deposit Scanning 'To be Indexed 'Folder.
• Review and fulfill asset verifications
• Perform a variety of account maintenance including but not limited to:
• Flagging accounts
• Changing customer status
• Deactivation of eStatements
• Address changes
• Gives product demonstrations to customers as needed.
• Process and fulfill audit requests.
• Understands and follows bank department regulations policies and procedure and participates in all compliance- related training.
• Other duties as assigned.

Education & Experience

• Excellent communication skills including verbal phone written listening and peoplesoft-skills
• Ability to move appropriately and quickly between variety of communication channels including phone chat text.
• Strong comfort level with technology and digital banking products
• Professionalism
• Ability to multi-task
• High attention to detail
• Strong investigative and problem-solving skills
• Basic understanding of Regulation E BSA and NACHA Rules
• High school diploma

Full-Time/Part-Time Full-Time

Number of Openings 1

Shift Days

Req Number BRA-26-00001

Category Branch & Deposit Operations

Hours per week 40

This position is currently accepting applications. Apply Now