E-Channel Representative

This is a fully remote position, open to applicants in Virginia.

📋 Description

• Assist customers with their E-Channel requirements via inbound calls, secure and non-secure email, and online chat.

• Deliver outstanding service through both verbal and written communication.

• Address inquiries regarding loans, deposits, maintenance, bill pay, and online platforms.

• Investigate and resolve customer issues related to bill pay and online channels.

• Manage escalated E-Channel calls concerning browser incompatibility, password resets, and lockouts.

• Support and moderate service-related questions and concerns on social media.

• Participate in after-hours and on-call support rotations for the bank’s social media initiatives.

• Refer sales leads to Sales & Service Representatives within the Customer Contact Center.

• Stay updated on the client’s digital products and services, including their changes and enhancements.

• Assist the inbound call queue for general customer inquiries and concerns.

• Assess callers’ needs and resolve issues using established procedures and computerized systems.

• Comply with laws and regulations governing bank operations, including BSA/AML policies and procedures.

• Perform additional duties as assigned.

⛳️ Requirements

• High school diploma or equivalent is required; college education is preferred.

• Prior call center experience and/or written customer communication experience is preferred.

• Strong problem-solving and decision-making skills.

• Proficient analytical thinking abilities.

• Exceptional customer service and telephone etiquette.

• Demonstrated written and online chat communication skills.

• Capability to manage multiple tasks and adapt to changes effectively.

• Well-organized, detail-oriented, and focused on quality.

• Excellent oral and written communication abilities.

• Flexibility to work varying shifts and rotating weekend hours.

• Proficient in computer applications such as Outlook, Word, Excel, and PowerPoint.

• Solid understanding of web- or mobile-based support, including browser compatibility, virus software, and online technical troubleshooting.

🏝️ Benefits

• Option for remote work.

• Participation in rotating after-hours and on-call support.

• Full-time employment opportunity.