Business Online Specialist

Job Summary

The Customer Care Business Online Specialist is the primary contact for Business Online Banking customers.

The position will take incoming calls, make outbound calls, return voicemails, and send and respond to emails.  The incumbent will provide customer support for routine and complex issues for many services, including but not limited to:  Consumer online banking, loan questions, debit card questions/issues, online account opening, general loan servicing, and general account questions.

Key Responsibilities / Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


* Provide customer support for routine to complex issues for several services, including consumer online banking, loan questions, debit card questions/issues, online account opening, and general account questions.


* Take incoming calls, make outbound calls, and return voicemails.


* Resolve customer issues involving bank products and services.


* Record customer inquiries by documenting inquiry and response in customers’ accounts.


* Identify potential leads to forward to Sales teams.


* Collaborate with other Customer Care team members to improve customer service.


* Inform customers of new bank products and services and make recommendations based on their needs.


* Show patience and a caring attitude with all customers.

Assist the Customer Care team as a subject matter expert for the department.


* Troubleshoot and guide business customers through their day-to-day capture and upload of data files to HomeTrust Bank.


* Provide basic troubleshooting of Mac/PC software compatibility issues.


* Provie basic troubleshooting of check scanners.


* Maintain confidentiality and security of sensitive information.


* Adhere to all corporate policies and procedures, Federal and State regulations, and laws.


* Complete all mandatory annual compliance training.


* Follow regulatory requirements including those pertaining to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and OFAC to assist in the identification, detection and determent of money laundering and other unlawful activities, as well as regulations pertaining to lending and consumer compliance to include fair lending laws.


* Perform other duties and special projects as assigned.

Job Requirements

Education:


* High school diploma or equivalent required.

Required:


* 1-2 years of call center experience in banking.


* Strong understanding of Digital Banking systems, including internet browsers and Smartphone technologies. 


* Experience assisting customers with business banking services and solutions.


* Experience with troubleshooting techniques and guiding customers to solutions.

Preferred:


* Experience with ACH, Wires, and Positive Pay.


* Experience with Commercial Center/Business Center.

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