Electronic Services Representative en undefined

Position Description

Electronic Services Representative  

Identifying Information: 

• Department: Electronic Services 
• Reports To: Jenny Giltrow, VP Electronic Fed Services Manager
• Location: LCNB Operations Center 105 N Broadway St., Lebanon, OH 45036; potential for hybrid work after an initial training period, based on business needs
• Status: Full-Time Hourly Non-Exempt
• Hours: Monday – Friday 8:00am-5:00pm

Position Purpose: 

LCNB National Bank is seeking an Electronic Services Representative within our Deposit Operations Area. This position is responsible for daily operational tasks in accordance with federal laws and regulations, while supporting and communicating with internal and external customers to accomplish goals and objectives. Technical assistance related to electronic products and services, troubleshooting and providing guidance for customer satisfaction.  The incumbent will also be responsible for exercising good judgment, maintaining strict confidentiality, and working closely with time-sensitive material. This position also requires the ability to work in a fast-paced environment while effectively multi-tasking. 

Essential Functions and Responsibilities:

• Identify and assess customers' needs to ensure that customers are satisfied with products and services
• Provide exceptional service to customers via phone & other electronic communication tools 
• Process and maintain LCNB National Bank Debit Mastercards
• Process and maintain online banking profiles
• Provide computer and online support for online banking and mobile banking
• Fully understand, process, organize, investigate, and file Debit Card disputes
• Process customer check orders
• Establish an understanding of all LCNB National Bank products and services
• Maintain operational excellence 
• Comprehend, retain and apply information as necessary to perform duties and responsibilities effectively 
• Other duties and responsibilities, as assigned 

Required Competencies: 

• 2+ years of banking operating systems experience 
• 2+ years of customer service experience in banking or technical support roles
• High School diploma or GED equivalent 

Desired Competencies/Skills:  

• Strong written and verbal communication skills with ability to effectively communicate with all customers (both internal associates and external clients)
• Ability to understand electronic devices, software applications and networking concepts
• Ability to troubleshoot and find solutions 
• Ability to exercise good judgment, research and effectively solve problems
• Ability to work effectively as part of a team or independently
• Superb time management abilities while prioritizing tasks
• Readily adapts to new situations and challenges  
• Dependable, organized, and of great integrity
• Exceptional accuracy and attention to detail
• Ability to utilize Microsoft Office Suites and successfully navigate web-based platforms and internal operating systems

Working Conditions:  

• Ability to remain in a stationary position up to 75% of time 
• Ability to lift and carry up to 10 lbs.
• Hybrid work schedule varies based on business needs
• Occasionally move/traverse to access files and equipment
• Constantly operates a computer and other office equipment

Compliance Statement:

The associate is responsible for meeting all compliance requirements imposed on LCNB National Bank by State and Federal law and regulations, as well as all related LCNB National Bank policies and procedures.  Incumbent must be able to perform the essential functions of the position with or without reasonable accommodation. Equal Opportunity Employer/Disability/Veterans.