Customer Support Specialist

Company Overview

First Bankers Trust Group is a well-established financial institution dedicated to providing outstanding banking services while fostering a culture rooted in integrity, innovation, and community involvement. The organization focuses on delivering tailored financial solutions to individuals and businesses and emphasizes professional growth, technological enhancement, and community engagement.

Role Overview

The Deposit Operations Customer Support Specialist is integral to delivering superior customer service across various communication platforms, such as telephone, email, and secure messaging. This role involves performing numerous back-office operational duties within the bank's deposit and digital banking departments. Key responsibilities include processing transactions, maintaining accounts, and handling administrative tasks to ensure operational efficiency and compliance. The specialist supports both Deposit Operations and Digital Banking teams as necessary.

Qualifications

• Associate degree or comparable experience required; bachelor's degree preferred.
• Desirable 3 to 5 years of experience in banking back-office processing.
• Comprehensive knowledge of banking products, services, and regulatory requirements.
• Ability to work autonomously with minimal supervision.
• Strong verbal and written communication skills.
• Collaborative team player with effective interpersonal skills.
• Excellent troubleshooting and problem-solving aptitude.
• Proficiency with Microsoft Word, Excel, Outlook, and familiarity with banking technology; openness to learning new tools.

Key Responsibilities

• Deliver outstanding customer support by responding to inquiries via phone, email, and secure messaging promptly and accurately.
• Manage deposit account services including providing balance details, transaction reviews, and conducting account research.
• Support digital banking customers with enrollment, troubleshooting, unlocking accounts, and assisting with features like mobile deposits and bill payments.
• Provide debit card support, including adjusting daily limits, investigating transactions, and addressing potential fraud.
• Process and verify various transactions, ensuring accuracy and escalating any discrepancies as needed.
• Conduct administrative activities such as monitoring reports, ordering cash, verifying deposits, and managing mobile deposit processing.
• Maintain thorough knowledge of bank products and digital offerings to provide accurate assistance and guidance.
• Prepare compliance documentation for internal and external audits in line with regulatory standards.
• Safely organize and maintain records, support documentation, and perform necessary account reconciliations.
• Identify and recommend opportunities for process improvements, automation, and system upgrades to boost operational efficiency.
• Provide support across Deposit Operations and Digital Banking departments on projects and special assignments.
• Perform other duties as assigned to support team objectives and organizational goals.

Benefits

• Medical insurance with health savings accounts offering investment options.
• Dental and vision coverage.
• Life insurance plan.
• 401(k) retirement plan with company match and profit-sharing component.
• Vacation and Paid Time Off accorded based on experience.
• 12 hours of volunteer time off annually.
• Access to extensive online learning resources via Udemy Business.
• Wellness programs with insurance premium discounts.
• Flexible hybrid working schedule promoting work-life balance.

Equal Opportunity Employer Statement

First Bankers Trust Group champions equal employment opportunities, cultivating a workplace environment diverse in race, color, religion, sex, sexual orientation, gender identity, national origin, disability, and veteran status. The company believes diversity enriches its operations and service quality. Employment decisions are made without discrimination, and applicants whose skills best match the position will be contacted by the HR team.