Scope of Job

Provide exceptional customer service, via all on-line, electronic, Virtual Teller, and telephone communication channels, in accordance with all BankWest philosophies and policies. Process internal and external customer transaction requests in an efficient, accurate, and timely manner. Provide eBanking subject matter expertise to retail banking and operations.

Primary Duties

Respond accurately, friendly, and enthusiastically to incoming customer service inquiries and requests through all communication channels for the Bank, Financial Service, Abstract, and Appraisal.

Develop expertise for all deposit products and services in order to successfully handle incoming customer contacts and requests through telephone, on-line, CHAT, and Virtual Teller.

Directly support and service customer requests to open and/or close all personal deposit accounts as submitted by telephone, online, and Virtual Teller.

Identify referral and cross-sell opportunities and make appropriate recommendations to customers.

Process teller transactions efficiently and accurately through the Virtual Teller; balancing daily.

Perform and document requested customer maintenance, provide service support including; account changes, balance inquiries, funds transfer, wire transfer and on-line banking support.

Act as subject matter expert on all electronic deposit products and service for Bank employees providing front line customer service support.

Maintain flexible work schedule to serve customers during non-traditional banking hours including evenings, weekends and holidays.

Provide documentation support; recheck and image all customer maintenance documents. Act as rotating back-up for eBanking Operations work.

Secondary Duties

Work as a team with departmental counterparts on planning and implementing assigned projects and products.

Participate on various committees and project teams as deemed appropriate by management.

Attend, actively participate in organization, job specific training offered, and Quality Service programs.

Adhere to all applicable Policies and Procedures of BankWest organization.

Community involvement is strongly encouraged.

Other duties as assigned.


Education (The minimum qualifications for internal/external applicants)

A high school diploma or equivalent.

Experience (The minimum qualifications for internal/external applicants)

2 years' experience in related field.

Experience in banking.

Special Skills

Ability to work dependently and/or independently, under pressure, meet deadlines, and adjust work schedules as needed to complete job responsibilities.

Ability to organize and handle multiple responsibilities while delivering quality external and/or internal Customer Service.

Strong interpersonal skills to ensure effective communication with external and/or internal customers.

Knowledge or ability to learn regulatory requirements pertinent to performance of specified duties in job description.

Knowledge of banking terminology and procedures.

Ability to skillfully use a variety of application software, learns computer programs, and comprehends the program output.

Adhere to Federal Privacy Standards in addition to following BankWest requirements for electronic communication and Social Engineering standards.

BankWest is a "Sales Organization" and all employees are expected to participate directly or indirectly with increasing BankWest's presence in their markets as appropriate.