Customer Service Representative II

Location: Salt Lake City, Utah
Posted On: 10/3/2017
Job Code: 4436_CSRII_UT
Job Description
Responsibilities include:
• Investigate and resolve customer issues relating to Prepaid Accounts; including Fraud, Direct Deposit and ACH inquiries from external banks, employers & government agencies.
• Conduct daily processing of all Prepaid ACH transactions which include direct deposits, IAT OFAC exceptions, returns, non-posted transactions, Federal Death notifications and Federal Reclamations.
• Support FLOS and other business units to resolve other issues related to prepaid products. Process US & Foreign dollar prepaid card payment refunds, destruction notices and seller servicing requests. Handle required day to day ACH processing/transactions for Prepaid processes while maintaining all compliance and regulatory requirements and meeting strict deadlines.
• Development and maintenance of quality metrics for assigned Prepaid ACH SLA functions.
• Provide documentation and support to various audit and regulatory agencies.
• Ability to work effectively in a fast paced, dynamic environment and able to adapt quickly to change.
• Ensure professional handling of incoming and outbound calls, to/from customers, business partners and financial institutions.
• Ensure proper due diligence is performed prior to movement of money.
• 2+ years’ experience in banking and/or the financial services industry is preferred
• Ability to make sound decisions based on a working knowledge of federal banking regulations, and a thorough understanding of Bank policies & procedures
• Excellent customer service and communication skills
• Professional, self-motivated team-player with a demonstrated ability to prioritize and manage multiple tasks within a dynamic, fast-paced environment
• Proven ability to focus on details and perform tasks while staying compliant and adhering to quality goals
• Strong computer skills, including proficiency in Excel and Word
• Previous experience with audits or BST is a plus
• Handling incoming calls from customers and internal partners

• Intermediate knowledge of ACH Functions.
• Analytical skill set.
• Ability to approach unstructured problem solving in a systematic and creative way.
• Experience with MS Excel, Word, Access, as well as mainframe applications and the ability to research and resolve complex issues.
• Able to manage time well, be a self-starter.
• Experience dealing with difficult customer scenarios and the ability to escalate if required
• Demonstrated ability to accomplish work within established time frames managing several concurrent cases
• Strong interpersonal skill set and the ability to be a team player.

To schedule an interview on this position please contact the undersigned
Prakash Sah
Category:Non-IT  code:new
Job Requirements
Knowledge of ACH Functions, MS Excel, Word, Access and customer service or call center experience

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Contact Details
Prakash Sah
E-mail Address