Internal Customer Support Specialist

GENERAL PURPOSE SUMMARY

Provides operational and procedural support and guidance to internal customers regarding bank policies, procedures and processes along with banking regulations and generally supporting internal customers in order to allow them to conduct day-to-day banking functions on an ongoing basis by performing the following essential duties and responsibilities:

ESSENTIAL DUTIES AND RESPONSIBILITIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Researches internal customer questions, problems and/or complaints concerning deposit accounts, loan inquiries, Bankcard, ATM and other general functionality. Resolves issues or obtains supervisor's assistance when necessary.
• Assists internal customers with interpretation and effectiveness of legal documents pertaining to banking activities such as Power of Attorneys, Trust documentation, Estate documents, etc.
• Researches and assists branches with out-of-balance conditions for tellers and ATMs. Consults with all levels of management within various business units to identify best solutions for problems and inquires.
• Performs maintenance to the bank's overdraft payment system by request of authorized personnel.
• Documents call inquiries for trending and training purposes using various application tools such as Microsoft Excel, Access, Word, etc.
• Creates call summary reports with recommendations for training and resources by analyzing internal calls and responses entered into the call database.
• Provides coverage in the Contact Center on a monthly basis working with external customers by phone.
• Responsible for ensuring overdrawn accounts are closed within the regulatory time frames by utilizing a variety of reports and performing general ledger transactions.
• Analyzes and processes legal service requests such as levies/garnishments, requests for information, Subpoenas, Grand Jury Summons, Search Warrants, etc.
• Corresponds with various law enforcement personnel, law firms, legal representatives, etc., in order to process legal services.
• Maintains a high-level of confidentiality in relation to legal services performed.
• Keeps current on bank products and services, regulations, bank policies, procedures, systems, organizational structure, brand-awareness, deposit operations, loan operations, online products, and other pertinent systems and equipment.
• Performs other work-related duties as assigned supervisor.

COMPLIANCE EXPECTATIONS

• Stay updated on relevant laws and regulations.
• Knowledable of and comply with bank policies, procedures, laws and regulations that apply to you and your job.
• Maintain customer confidence and protect the bank's operations by protecting confidential information.