Job OverviewThe position is set in a fast-paced environment and requires the ability to provide Exceptional Service and Sensible Advice through active listening to provide resolution for advisors and ultimately the customer. Requires advanced knowledge of procedures, systems and solutions, products and services with extensive experience in consumer and business account opening/maintenance, Individual Retirement Accounts (IRA) and consumer lending.Field questions through a variety of service delivery channels including, but not limited to, telephone, chat, e-mail. Perform work in compliance with state and federal regulations, company policies and established procedures. Work within a team to ensure delivery of Exceptional Customer Service.

　　Principal AccountabilitiesResponsible to manage Retail Help Desk activity and document activity in the reporting system. Accountable to provide customers with prompt, accurate and timely resolution in adherence with established Retail Help Desk service level standards. May consult with designated advisors in support departments to resolve complex issues. Escalate issues to the next level as required.

　　Represent the Bank to both internal and external customers in a courteous, professional manner in face-to-face, written and telephone communications.Accountable for adherence to compliance standards and banking regulations including Bank Secrecy Act (BSA). Actively protect confidentiality of customer and account information.