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This position is responsible for understanding the products and processes of the E-Channel, including all Atlantic Union Bank's online banking platforms, bill pay and maintenance, mobile products and services, online chat and secure email, unsecure email, and other online customer utilization. Work is varied in nature with changing priorities. Incumbent should be logical in their approach and be able to handle multiple tasks during the course of work performed. The shift for this position is 11am-8pm, Monday - Friday, rotating every third Saturday.
Responsibilities
Effectively assist customers with E-Channel needs through various inbound methods, including inbound calls, secure and non-secure email, and online chat.
Provide exemplary service and tact through verbal and non-verbal communications with a special emphasis on written communication in email and chat form.
Handle all questions and inquiries through these channels, including questions related to loans, deposits, and maintenance.
Conduct research as needed regarding bill pay and online channel customer issues.
Handle escalated and next tier calls related to e-channel questions, including browser incompatibility and password resets and lockouts.
Support service related social media questions and concerns and moderation.
Participate in rotation of afterhours and on call support for the bank's Social Media efforts.
Efficiently refer sales opportunities seamlessly to Sales & Service Representatives within the Customer Contact Center.
Maintain a strong understanding of Atlantic Union Bank's Digital products and services, and stay abreast of changes and enhancements.
Provide support to inbound call queue for general customer questions and concerns.
Proactively analyze callers' needs.
Use standard screens and procedures to handle callers' needs effectively and when necessary go beyond these standard methods to resolve customer issues.
Navigate a computerized system to address and resolve callers' needs.
Adhere to all applicable laws and regulations governing bank operations, including compliance with Atlantic Union Bankshares' BSA/AML Policy and Procedures.
Other duties as assigned.
Requirements
High school diploma or equivalent, college preferred.
Previous call center experience and/or written customer communication preferred.
Strong problem solving and decision making abilities; able to think analytically.
Excellent customer service and telephone skills.
Proven written and online chat communication skills and flexibility.
Well organized and able to handle multiple tasks.
Flexible, able to adapt to change.
Detail oriented and quality focused.
Excellent oral and written communication skills.
Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint.
Solid knowledge of web or mobile based support, including but not limited to browsers, compatibility, virus software, and other online technical troubleshooting.
Benefits
Eligible to participate in an applicable incentive compensation plan for the position or a discretionary profit-sharing bonus program.
