Client Services Representative

Description EEO Employer

Availa Bank believes our people make a difference, and we recognize that individual differences and experiences strengthen our teams. Each member of our team is empowered to inspire and enable our clients and the communities we serve to achieve financial success.

CLIENT SERVICES REPRESENTATIVE POSITION SUMMARY

The Client Services Representative is responsible for assisting customers and employees with requests for bank services via phone and email, balancing accounts and reviewing reports. This position will handle research for and resolve issues with internet and telephone banking for customers, as well as high-risk functions including Business Online Banking, Wire Transfer Origination, ACH File Origination, and Remote Deposit Capture.

SCHEDULE: 5 Week Rotation

• Wk 1: 7:30 a.m. to 4:00 p.m.
• Wk 2: 8:00 a.m. to 5:00 p.m.
• Wk 3: 8:00 a.m. to 5:00 p.m.
• Wk 4: 7:30 a.m. to 4:00 p.m.
• Wk 5: 8:00 a.m. to 5:00 p.m.

BENEFITS

Availa Bank offers a rich selection of benefits you can personalize to support you and your family’s needs. Benefits may include:

• Medical, Dental & Vision Plans
• Option for Health Savings Account (HSA)
• Life Insurance (Company paid for employee)
• 401K and Employee Stock Ownership Plan (ESOP)
• Company Paid Short & Long Term Disability Insurance
• Flexible Spending Account (FSA) & Dependent Care
• Eligibility for Tuition Assistance and Discounts
• Employee Assistance Program (EAP)

CLIENT SERVICES REPRESENTATIVE ESSENTIAL DUTIES AND ACCOUNTABILITIES

• Correct daily rejects and exceptions for transactional accounts
• Forward business analytics email files to applicable customers
• Process daily returned checks by researching and charging back to the customer as appropriate
• Print and mail notices including, but not limited to Overdraft, Address Changes, Safe Deposit Box, Loan Rate Changes and CD and IRA Earnings checks
• Review stop pay/hold report and determine the appropriate next steps
• Complete time-sensitive departmental reports, including but not limited to the Duplicate Report, Security Access Exceptions Report, Shazam Report, and TCM Institution Summary Report.
• Assist employees with accidental lockouts of bank programs.
• Verify and process all incoming and outgoing wires
• Provide support for customers on bank Treasury Management Services (ACH, Wires, Remote Deposit Capture, Setup, Deletions, and Annual Reviews)
• Raise limits/restrict access for mobile deposits
• Process International Travel Exception requests for debit cards
• Process check adjustments
• Utilize experience-based knowledge to assist and guide employees from other departments regarding bank services and procedures
• Research and process debit card and account fraud claims in accordance with established regulations and procedures
• Scan documents at the end of each business day to Deposit Operations for indexing
• Process Social Security reclamations
• Weekly rotation of duties include but are not limited to Early Warning Input, E-Statement Type Code changes, and check for merchant credits regarding Debit Card fraud.
• Monthly rotation of duties include but are not limited to delete Bill Pay inactives, change T-Bill in Precision, research missing E-Mail Notifications, process and pay Interest on Lawyer Trust Accounts and Real Estate Interest, and create next month’s ACH Calendar, Business ACH returns spreadsheet.

Requirements

CLIENT SERVICES REPRESENTATIVE ESSENTIAL ROLE QUALIFICATIONS:

Education

• High school diploma or equivalent required

Experience

• Accounting or banking experience encouraged

Other Skills and Abilities

• Demonstrated proficiency in typing with speed and accuracy; basic keyboarding skills are required
• Exceptional oral, written, and interpersonal communication skills with the ability to apply commonly understood knowledge to carry out instructions and instruct others, understand procedures, and write reports and correspondence
• Must be able to multi-task in a fast-paced environment
• Understand computer and other equipment capabilities and limitations
• Exceptional organizational and time management skills; ability to function well in a fast-paced environment
• Maintain a complete understanding of regulatory and compliance policies and procedures
• Exhibit patience; remain personable and provide a positive experience
• Must be able to work flexible hours and shifts

PM21