E-Channel Representative – Treasury Services

Responsibilities

• 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.
• 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.
• Able to support service related social media questions and concerns and moderation.
• Participation 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.
• Able to handle multiple tasks.
• Flexible, able to adapt to change.
• Detail oriented and quality focused.
• Excellent oral and written communication skills.
• Shifts may vary for each position offering, depending on business need.
• Able to work weekend hours on a rotating basis.
• Proficient computer skills relevant to Outlook, Word, Excel, and Power Point.
• Solid knowledge of web or mobile based support, including but not limited to browsers, compatibility, virus software, and other online technical troubleshooting.
• Core Competencies

Demonstrates strong customer service skills through effective communication in various formats, including email and chat, while maintaining a solid understanding of digital banking products and compliance regulations.

Capable of problem-solving and adapting to changing priorities in a fast-paced environment.

• Highest-signal resume keywords
• Customer Service Skills
• Written Communication Skills
• Problem Solving Abilities
• Call Center Experience
• Digital Banking Knowledge
• ATS Optimization Keywords
• Hard Skills
• Technical Troubleshooting
• Analytical Thinking
• Multi-tasking
• Detail Orientation
• Quality Focus
• Soft Skills
• Flexibility
• Organizational Skills
• Oral Communication Skills
• Industry Keywords
• E-Channel
• Online Banking
• BSA/AML Compliance
• Customer Contact Center
• Social Media Support
• Tools & Technologies
• Outlook
• Word
• Excel
• Power Point
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