Digital Support Specialist Position Available In St. Mary, Louisiana

Digital Support Specialist M C Bank and Trust Co. Bayou Vista, LA 70380

Job Description:

The Digital Support Specialist answers calls from customers, addresses questions or concerns they may have, and routes calls. Their duties also include managing many inbound and outbound calls from customers, listening to client needs and concerns while providing outstanding and helpful solutions in a courteous and professional manner.

Expectations:

Assist M C Bank customers and employees with all electronic banking services; including but not limited to internet banking, bill pay, internet transfers, ACH Origination and verify ACH transfers. Assist M C Bank customers and employees with all mobile banking services; including but not limited to mobile banking, bill pay, mobile transfers, P2P Payments and mobile capture. Have the ability to solve practical problems and deal with a variety of situations by exercising flexibility, critical thinking skills and sound judgment in a fast-paced environment. Take customer calls and provide accurate, satisfactory answers to their queries and concerns. De-escalate situations involving dissatisfied customers, offering patient assistance and support. Guide callers through troubleshooting, navigating the company site or using the products and services. Communicate with vendors as needed to resolve issues. Maintain logs as needed for the proper documentation of the department. Assist in all functions related to debit cards including maintenance, issuance, and customer service requests. Assist in fraud detection and prevention with all electronic services including debit cards. Assist in the implementation of future electronic services. Manage all faxes for the bank using eFax. Manage and process merchant capture. Prepare, organize, and image various documents. Assure scanned copies of the documents are legible and indexed currently. Any additional duties deemed necessary by M C Bank Continuously demonstrates strong adherence to Bank policies and procedures, as well as company values.

Qualifications and Education Requirements:

High school diploma or

GED. 1-2

years of Customer Service or related experience. Banking experience preferred but not required.

Competencies:

Expertise in the customer service area in primarily focused on: accounts management, sales, technical support, or another area. Excellent, listening and communication skills with ability to be concise, clear, and consistent. Troubleshooting skills, either basic or advanced, depending on the role and industry. Phone skills, including familiarity with complex or multi-line phone systems. Possess intermediate computer skills. Exceptional interpersonal and relationship building skills. A patient and empathetic attitude. Strong time management and organizational skills. In-depth knowledge of a company’s products and/or services. Professional appearance and courteous manner. Multi-lingual preferred but not required. Please note this job description is not designed to cover or contain a comprehensive listing of all activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. M C Bank is an Equal Opportunity / Affirmative Action employer, committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, or any other factor protected by applicable federal, state, or local laws. All hiring decisions are based on qualifications, merit, and business needs.