Williamstown, WV30+ days ago
The Customer Care Center Agent position is responsible for answering incoming phone calls promptly and in a calm and friendly manner, assist customers with questions regarding their depositing or loan accounts, troubleshoot online/mobile banking issues, provide live chat support for our digital banking, monitor our Fraud Anomaly Detection Service (FAD) for unusual activity on customer online banking accounts, process over-the-phone loan payments, research and collect documents pertaining to payments or deposit accounts, assist customers through our Interactive Teller Machines (ITMs) with deposits, payments, withdrawals, and check cashing, process returned mail by gathering updated customer information, raise and lower debit card withdrawal limits per customer request, update customer travel information, monitor and assist with debit card fraud monitoring and case handling, determining customer needs and choosing the course of action to best handle the situation in a timely manner. Direct and assist customers in becoming proficient and comfortable with the bank’s Interactive Teller Machines (ITM) to help increase the overall usage of the ITM system (both through self-service and video tellers).