Internal Resource Center Representative

Internal Resource Center Representative 3.6 3.6 out of 5 stars 975 Hooper Avenue, Toms River, NJ 08753 OceanFirst Bank 98 reviews At OceanFirst Bank, each one of our employees plays an important role in delivering value to our customers and executing daily tasks in accordance with our core values. We recognize that our employees are essential to our success, making OceanFirst a great place to work and do business.

Great benefits include:

on-site fitness facility at Red Bank and Toms River headquarter offices, employee perks & discount programs, tuition assistance, incentive compensation program, professional development opportunities, and more! Apply today to #BecomeOceanFirst and make an impact in the local community!

ABOUT YOUR ROLE

The Internal Resource Center (IRC) provides support services for the branch network and other internal customers. The IRC Representative takes ownership of internal customer issues and work diligently to find a satisfactory resolution.

WHAT YOU WILL DO LIST

Ensures responsiveness, operational excellence and creates an exceptional internal customer experience. Demonstrates key behaviors to drive IRC success including handling internal customer calls, and preforming ancillary tasks, as necessary. Proficient in operational policies and procedures and Bank products. Maintains statistics and information on the support provided to highlight needs for additional training or process improvements. Assists the department manager with the creation and ongoing development of the IRC including (but not limited to) telecommunications systems, operational systems, creation of workflows and scripts, development of procedures, and/or preforms appropriate training. Provides a high level of professionalism and customer service. Provides assistance with internal customer issues and will work diligently to find a satisfactory resolution. Provides alternate banking/operational solutions when appropriate. Provides support of the Bank's core processing system and various other platforms. Assists with conversions and integration of acquired institutions. Supports branches by providing guidance on operational policies, procedures and bank products through hands on coaching and development of easy-to-use reference guides. Handles incoming internal calls to IRC phone queue. Assists to ensure that the IRC Procedures Manual and reference materials to be used by team members are current. Completes copy requests for Bank Statements, Checks, and Deposited Items. Performs research pertaining but not limited to Medicaid Requests, S.S.I. Requests, Levies and Subpoenas. Understands compliance with all regulations governing the banking industry, as well as agency guidelines and organization policies. Understands the compliance requirements for Retail Support Services to ensure files are maintained in accordance with regulations.

WHAT WE EXPECT OF YOU

Effective communication skills, both verbal and written with ability to successfully influence others. Ability to successfully balance competing priorities in a fast paced environment. Effective analytical skills with ability to identify problems and implement solutions. Proficiency in MS Office Suite. Ability to take initiative and work with minimum direction. Availability to work extended hours and weekends.

Requirements:

YOUR QUALIFICATIONS

High school diploma or equivalent required. College coursework preferred. 1-3 years of experience in bank branch/operations/customer service/call center environment.

INTERNAL AND EXTERNAL CONTACTS

Frequent contact with internal customers at all levels in response to inquiries on all account related issues. Occasional contact with external providers.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

Office environment. Ability to operate computer. Ability to communicate in order to exchange simple to complex information with individuals and groups. Ability to travel throughout Bank footprint.