VIP Deposit Specialist
- Ability to multitask in a fast-paced environment, while ensuring a high level of accuracy and providing remarkable customer service.
- Respond & resolve support requests assigned to the VIP Deposit Support Team within established Service Level Agreements, to include but not limited to: o Core (FiServ) Support o ACH and Debit Card Questions o Holds and Stop Payment Questions o Customer Identification Program/ Beneficial Owner Questions o Assisting with account set up and maintenance o Account Title Questions o Chargeback Questions o General Wire Inquiries o Statement and Transaction research o Guidance with branch operational procedures
- Field incoming requests to the Support Desk via both telephone and ServiceNow to ensure courteous, timely and effective resolution of employees' issues.
- Document all pertinent employee identification information, including name, contact information and nature of request or issue.
- Escalate requests/issues (when required) to the appropriate department and management.
- Utilize policies, procedures, knowledge bases, and additional resources to aid in resolution.
- Maintain all required performance standards and quality service expectation levels.
- Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors.
- Exceptional oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, and understand procedures.
- Very detail oriented
- Effective/good organizational and time management skills.
- Advanced typing and 10-key skills, with strength on accuracy and speed, to meet production needs of the position.
- Ability to independently research information to locate and answer support questions when documented procedures are not available.
- Exemplify Customer Service mindset with a focus on providing remarkable experiences.
- Education : High School Diploma or GED required; College degree in related field is preferred
- Experience : Minimum of 2 years banking experience is required. Experience with FiServ systems software is preferred.
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