Solutions Desk Associate

Customer service to both customers and internal MVB team members for deposit relationships, debit cards and related applications.

Position Responsibilities

• Perform Interactive Teller Machine (ITM) transactions.
• Use the Bank's CRM System to log customer issues and feedback.
• Provide support to customers via phone, email, chat, and video.
• Handle inbound customer questions, issues, and concerns.
• Solve customer and non-customer problems.
• Identify, research, and resolve customer issues.
• Perform a variety of clerical duties in support of the account operations function.
• Support digital banking applications, including but not limited to online banking, mobile banking, Zelle, card controls and Notifi.
• Perform Account Operations tasks as assigned.
• Promote Bank solutions that make our customers' financial lives easy.
• Perform routine customer transactions.
• Perform switchboard operations, distributing calls as necessary.
• May serve in an Account Operations Associate role as needed.
• Work hours are currently 8 hours a day Monday-Friday, which may change to meet customer needs.

Employee Responsibilities

• Recognize and demonstrate the Bank's Core Values:

• We value and respect the contribution of each member of the team.
• We work together to support our mutual goals.
• We foster an inclusive, non-hierarchical environment.
• We gain a sense of fulfillment through our contribution to the whole.
• We manage client and company resources responsibly.
• We are passionate about our craft.
• Each day our effort is focused on doing better than the day before.
• Be curious.
• Expect the highest quality work from ourselves.
• Enable our creativity with continuous self-improvement.
• We go out of our way to do the right thing.
• Going the distance to do right by our customers and colleagues.
• Protect the confidentiality and privacy of our customers – no matter what.
• Embody the gold standard of professional ethics.
• Avoid even the appearance of impropriety.
• We are candid and kind.
• Our integrity, built on the trust of our community and among our peers, depends on our ability to communicate with respect, honesty, and candor.
• Have the courage to be honest.
• Trust and empower individuals.
• Hold each other accountable to uphold our values.
• Maintain knowledge of services in area of responsibility.
• Maintain basic knowledge of related state and federal banking compliance regulations.
• Demonstrate understanding and adherence to Bank Security procedures.
• Work within procedural limits of position.
• Any other tasks or projects assigned by supervisor.

Position Qualifications

• High school diploma.
• Excellent organizational and customer skills.
• Computer skills and proficiency with Microsoft Office applications (Windows, Word, and Excel spreadsheets).
• Banking experience preferred.
• Successful completion of the Bank's CSR (Customer Service Representative) training.
• Requires excellent organizational and interpersonal skills.

Physical & Environmental Aspects

• Must be able to stand or sit for long periods of time.
• Work is normally performed in an office environment.
• May operate office equipment necessary to perform job function.

Seniority level

Entry level

Employment type

Other

Job function

Other

Industries

Banking