Customer Service Associate

• Respond to inbound customer inquiries regarding products, account balances, transaction history, interest rates, and general product information.
• Perform customer identity verification and follow required security, privacy, and compliance procedures.
• Assist customers with online banking enrollment, password resets, account unlocks, navigation, and basic technical support.
• Create and route cases for requests that require additional processing or research, including account maintenance, account closures, money movement, fraud/disputes, complaints, and other service requests.
• Accurately document customer interactions, requests, actions taken, and required follow-up.
• Use available tools, procedures, and resources to resolve routine customer issues and identify when escalation to a senior agent or specialized support team is required.
• Maintain professional phone etiquette and provide a positive customer experience, including when handling difficult or sensitive situations.
• Meet established performance expectations, including quality, accuracy, schedule adherence, productivity, and customer service standards.
• Work effectively both independently and as part of a team.
• Perform other related duties as assigned.

Function: Customer Service
Experience Level: Associate