Electronic Banking Support Specialist II
Anchor Bancorp, Inc. - Apple Valley, MN

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Summary:
Under general supervision of the Customer Support Manager, the Customer Support Specialist is responsible for performing operational duties relating to Internet Banking and Wire products and services. Assists the Customer Support Manager as directed; provides a full range of professional, technical and general support to customers and Bank personnel. This position is responsible for customer setups; prepares contracts and maintains customer files; responds to telephone and e-mail inquiries; resolves problems within given authority. Assists with audits, examinations, product upgrades and releases. Assists in training Bank personnel and customers on the features and benefits of Internet banking products and services. Performs a variety of routine daily tasks; reviews reports, prepares correspondence; and participates in special department projects.

Customer Service

  • Excellent written and verbal communication skills with ability to communicate effectively with internal and external customers
  • Maintains a positive culture with the department for exceptional customer relations and service for internal and external customers alike
  • Continually seeks opportunities for improvement for supporting our customers
  • Adheres to service standards for the Customer Support Department to ensure accurate information is being communicated to our customers to solve their problems and address their inquires
Internet Banking and Wire Processing Professional, Technical and General Support

  • Provides telephone and email support to AnchorLink & Anchor Remote banking customers and staff
  • Prepares contracts and is responsible for customer product setup
  • Assists with implementing AnchorLink and Anchor Remote updates to Internet product
  • Provides product training to internal and external customers on features and benefits of AnchorLink and Anchor Remote products and services
  • Assists with the review and maintenance of all internal operating procedures
  • Wires
Level 1 Network Support

  • Provides first level telephone support to employees for network related issues, including resetting passwords and starting printers
  • Assists bankers as the resource expert on where to find support and assistance
Other Responsibilities

  • Performs other daily tasks as assigned
  • Provides back-up for other personnel as needed
  • Works rotating Saturday schedule
  • Strong organizational skills
  • Knowledgeable with Microsoft Office, including Excel and Word
Qualifications:
Education and Experience

  • Bachelor’s degree in accounting, finance, economics or business-related field preferred or the equivalent years of banking experience
  • High school diploma or equivalent required
  • 2 - 3 years of internet banking customer service experience required
Communication Skills

  • Excellent oral and written communication skills
  • Excellent interpersonal skills
Mathematical Skills

  • Accurate ten key skills using a calculator or PC for addition, subtraction and account balancing
  • Ability to solve balancing problems
Reasoning Ability

  • Ability to think analytically and use common sense to see the solution to a puzzle
  • Ability to maintain 100% accuracy when performing detail oriented and repetitive processes
Other Skills/Abilities/Specifications

  • Strong organizational skills
  • Ability to prioritize and meet deadlines
  • Ability to learn and adapt to changes in procedures, policies and schedules
  • Ability to work in a fast paced team environment
  • Ability to evaluate situations, issues and problems under limited supervision and make sound decisions in a timely and confident manner
  • Knowledge of Jack Henry
  • Proficient in Microsoft Office Products such as Word and Excel