Qualify calls for executive management and relay messages in a timely manner Ensures prompt, efficient service to customers, while utilizing tact and knowledge to resolve customer complaints and explain specific policies and procedures Monitor the after hours voice mail box each morning and relay messages to appropriate staff Maintain and update (with the assistance of IT and HR) the internal phone extension list for all branches Assist customers with consumer online banking questions (OLB) and respond to secure messages and customer inquiry emails Assist customers with consumer OLB bill payments, process hold notifications, and review the daily bill pay file Complete customer service requests such as: ACH disputes, Reg E disputes, stop payments, travel instructions, check orders, address changes, and debit card maintenance Process returned mail and maintain address changes Daily review of Verafin, Risk Review and Account Services reports Perform account maintenance and enter cross application entries as needed Process requests for verification of deposits such as Social Security, Medicaid, other financial institutions (FIs), etc. The incumbent utilizes the telephone system and the network to maintain the flow of information; answers customer service inquiries; utilizes knowledge based on experience in exercising discretion and judgment in interpreting policies and procedures and making exceptions as required.