Digital Acct Specialist

Job Description

Job Description

Overview

At Community Financial System, Inc. (CFSI), we are dedicated to providing our customers with friendly, personalized, high-quality financial services and products. Our retail division, Community Bank, N.A., operates more than 200 customer facilities across Upstate New York, Northeastern Pennsylvania, Vermont and Western Massachusetts. Beyond retail banking, we also offer commercial banking, wealth management, investment management, insurance and risk management, and benefit plan administration.

Just as our employees are committed to helping our customers manage their finances, we’re committed to our employees. After all, they make it happen for our customers every day.

To ensure our people can enjoy long and successful careers here at CFSI, we offer competitive compensation, great benefits, and professional development and advancement opportunities. As an equal-opportunity workplace and affirmative-action employer, we celebrate and support a diverse workplace for the benefit of all : our employees, customers and communities.

Responsibilities

Works independently under minimal supervision while being primarily responsible for reviewing online deposit applications for the online application platform. Provide quality customer service on the telephone and online. Assist with administration of the MeridianLink application. Promote and sell bank products and services as applicable.

• Strong understanding of MeridianLink platform, XPerience, Argo, and other systems necessary to perform responsibilities.
• Maintain strong knowledge of online application processes, CIP, and heightened awareness of BSA / Fraud risks associated with opening an account, when not face-to-face with a customer.
• Provide input for administration of the MeridianLink system and related procedural documentation.
• Monitor queues of incoming applications into the Online portal.
• Review applications for acceptance / declination.
• Redirect concerns to BSA / Fraud for input on decisioning as directed by department supervisor.
• Track receipt of opening deposit funds (ACH, transfers, credit card processing)
• Onboard customers through account opening process (i.e., order checks, debit card, follow-up welcome calls and / or letters, etc.)
• May approve overdrafts for online banking customers.
• Assists and cooperates with branches, operations, electronic banking and other departments to provide service, solve problems and achieve bank goals
• Determines customer needs, explains and sells products based on customer inquiries
• Provides assistance to customers using quality service standards. Assists customers with requests and problems by telephone and online. (Such items may include stop payments, balance discrepancies, loan information, etc.)
• Work to achieve bank sales goals during follow-up calls and letters
• Provide leadership and mentoring to the Digital CSR group
• Perform special projects or handle specific administrative tasks as assigned by the department’s Director and / or supervisor.

Maintain proficient knowledge of, and demonstrate ongoing compliance with all laws and regulations applicable to this position, ensure ongoing adherence to policies, procedures, and internal controls, and meet all training requirements in a timely manner.

Qualifications

Education / Training and Requirements : A High School Diploma or equivalent; internal product knowledge seminars. All applicants must be 18 years of age or older.

Skills : Accuracy, proficient math, excellent oral and written interpersonal and communication skills; thorough knowledge of Bank products, strong knowledge of account opening process (including CIP, BSA / Fraud), strong decision making skills. Strong technical and computer background with an aptitude in understanding software programs.

Experience : A minimum of two (2) years’ experience as Digital Customer Service Representative and five (5) years branch customer service experience required.