Digital Customer Service Manager I
Ogden, UT Ogden, UT Full-time Full-time $20 an hour $20 an hour As a community bank, Bank of Utah's job is to help create vibrant, financially healthy communities for our neighbors, friends, local business owners, and for you, a valuable member of our team.
When your job supports your fellow Utahns and you play an active role in helping them thrive, that community spirit permeates your work, creating a welcoming ' and fun ' workplace filled with opportunities to grow and give back.
Come see for yourself, and experience the power and positivity of community banking.
We are currently looking for a Digital Customer Service Manager to work Monday - Friday 8:
30-5:
30 for our Branch located at 2605 Washington Blvd.
Ogden, UT.
The Digital Customer Service Manager (DCSM) is a new role at Bank of Utah responsible for supporting customers that use the digital channel to open accounts.
In addition to helping customers with questions and technical support, they will conducting the necessarily backend administration for these accounts.
This individually needs to be personally committed to consistently creating a great customer experience by providing effective technical support and careful and timely management of administrative/operational duties.
This person will be a key team player working across the digital team, branch admin team, compliance and online banking team in caring for customers seeking a digital-first experience.
This role is a blend of customer support, operations, curiosity, problem solving and commitment to innovation.
Benefits of Working with Us:
Bank of Utah's comprehensive benefits package promotes health and wellness, financial well-being and career growth.
A few highlights include:
Great work-life balance, with a Monday-Friday schedule Competitive benefits, including health, eye, dental and life insurance 401(k) plan and match up to 5 percent, plus opportunities to participate in our employee stock ownership program (eligibility requirements must be met) Incentive pay 12 paid bank holidays
earned vacation time Training opportunities for new employees Learning incentives to expand your banking knowledge and grow in your career (including opportunities to learn about all of our departments, such as mortgage, branch operations, commercial lending, personal trust, corporate trust, compliance, payments processing and more) Volunteer opportunities to make a difference in the communities where you work and live Awards and recognition to celebrate you and your colleagues for living the bank's values To qualify for this Digital Customer Service Manager position you must have:
Requires High School Diploma or equivalent Minimum of two years' retail banking and account opening experience or digital banking Confident in using Microsoft excel to record information and structure functions and pivot tables.
Comfortable in using other Microsoft solutions (Word, Outlook, etc.
) Experienced in reading reports and interpreting and working with data Good risk-based decision-making skills and the ability to follow complex policies and procedures.
Essential Job Functions of the Digital Customer Service Manager Display expert knowledge of Bank of Utah's depository products accounts, apps and online services along with a strong understanding of bank's products and services.
Proactively seek solutions to customer service and efficiency issues.
Troubleshoot online and mobile banking issues.
Service customer accounts and requests accurately in accordance with bank policy and procedure.
Maintain comprehensive and up to date knowledge of banking regulations related to assigned job function.
Complete required compliance and job specific training.
Radiate a can-do attitude, which fosters our Cultural Beliefs.
Provide phone support for customers with questions about digital account opening or problems completing their digital application.
Contact customers via email or phone if additional information is required after they submit their digital application.
Make decisions on accounts requiring manual review.
Reference core information to troubleshoot any issues when approved accounts are not able to be automatically booked.
Ensure accuracy of automatically booked accounts through providing a QA of information in the core and log account details and maintenance activities.
Conduct account reviews and encourage customers to connect their digital accounts to account touch-points (online banking, debit card, digital wallet, etc.
).
Create processes and documentation for the DCSM position.
Work across the digital team, branch admin, compliance and online banking teams to both provide excellent service to customers and create processes, documentation and a feedback loop that grows and strengthens the digital channel.
Additional Responsibilities Earn the trust and respect of customers and co-workers Exhibit professional workplace appearance and conduct Keep Bank, customer, and employee information confidential Participate in training and appropriate professional development Enjoy learning about new technology and curious about how new tools and capabilities can improve customer experience and create efficiency Communicate successfully over phone and email Exercise patience and empathy with customers having trouble using the digital channel Thrive in solving problems Ask questions and collaborates to find solutions Manage details with ease and is organized enough to be able to move between projects when required Care about accuracy Work is performed largely in a pleasant office environment.
Prolonged sitting, standing, mental and visual concentration for computer and equipment usage required.
Must be able to bend, turn, twist, lift and move up to 30 pounds of office supplies, equipment, and coin.
Position is not telework eligible; all job duties must be performed in the branch or office.
Preferred location is at Main (2605 Washington Blvd.
, Ogden).
The DCSM will work Monday-Friday 8:
30 - 5:
30.
Travel may be required between branches, to and from training/meetings etc.
Attendance is an essential function of the job.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
When your job supports your fellow Utahns and you play an active role in helping them thrive, that community spirit permeates your work, creating a welcoming ' and fun ' workplace filled with opportunities to grow and give back.
Come see for yourself, and experience the power and positivity of community banking.
We are currently looking for a Digital Customer Service Manager to work Monday - Friday 8:
30-5:
30 for our Branch located at 2605 Washington Blvd.
Ogden, UT.
The Digital Customer Service Manager (DCSM) is a new role at Bank of Utah responsible for supporting customers that use the digital channel to open accounts.
In addition to helping customers with questions and technical support, they will conducting the necessarily backend administration for these accounts.
This individually needs to be personally committed to consistently creating a great customer experience by providing effective technical support and careful and timely management of administrative/operational duties.
This person will be a key team player working across the digital team, branch admin team, compliance and online banking team in caring for customers seeking a digital-first experience.
This role is a blend of customer support, operations, curiosity, problem solving and commitment to innovation.
Benefits of Working with Us:
Bank of Utah's comprehensive benefits package promotes health and wellness, financial well-being and career growth.
A few highlights include:
Great work-life balance, with a Monday-Friday schedule Competitive benefits, including health, eye, dental and life insurance 401(k) plan and match up to 5 percent, plus opportunities to participate in our employee stock ownership program (eligibility requirements must be met) Incentive pay 12 paid bank holidays
earned vacation time Training opportunities for new employees Learning incentives to expand your banking knowledge and grow in your career (including opportunities to learn about all of our departments, such as mortgage, branch operations, commercial lending, personal trust, corporate trust, compliance, payments processing and more) Volunteer opportunities to make a difference in the communities where you work and live Awards and recognition to celebrate you and your colleagues for living the bank's values To qualify for this Digital Customer Service Manager position you must have:
Requires High School Diploma or equivalent Minimum of two years' retail banking and account opening experience or digital banking Confident in using Microsoft excel to record information and structure functions and pivot tables.
Comfortable in using other Microsoft solutions (Word, Outlook, etc.
) Experienced in reading reports and interpreting and working with data Good risk-based decision-making skills and the ability to follow complex policies and procedures.
Essential Job Functions of the Digital Customer Service Manager Display expert knowledge of Bank of Utah's depository products accounts, apps and online services along with a strong understanding of bank's products and services.
Proactively seek solutions to customer service and efficiency issues.
Troubleshoot online and mobile banking issues.
Service customer accounts and requests accurately in accordance with bank policy and procedure.
Maintain comprehensive and up to date knowledge of banking regulations related to assigned job function.
Complete required compliance and job specific training.
Radiate a can-do attitude, which fosters our Cultural Beliefs.
Provide phone support for customers with questions about digital account opening or problems completing their digital application.
Contact customers via email or phone if additional information is required after they submit their digital application.
Make decisions on accounts requiring manual review.
Reference core information to troubleshoot any issues when approved accounts are not able to be automatically booked.
Ensure accuracy of automatically booked accounts through providing a QA of information in the core and log account details and maintenance activities.
Conduct account reviews and encourage customers to connect their digital accounts to account touch-points (online banking, debit card, digital wallet, etc.
).
Create processes and documentation for the DCSM position.
Work across the digital team, branch admin, compliance and online banking teams to both provide excellent service to customers and create processes, documentation and a feedback loop that grows and strengthens the digital channel.
Additional Responsibilities Earn the trust and respect of customers and co-workers Exhibit professional workplace appearance and conduct Keep Bank, customer, and employee information confidential Participate in training and appropriate professional development Enjoy learning about new technology and curious about how new tools and capabilities can improve customer experience and create efficiency Communicate successfully over phone and email Exercise patience and empathy with customers having trouble using the digital channel Thrive in solving problems Ask questions and collaborates to find solutions Manage details with ease and is organized enough to be able to move between projects when required Care about accuracy Work is performed largely in a pleasant office environment.
Prolonged sitting, standing, mental and visual concentration for computer and equipment usage required.
Must be able to bend, turn, twist, lift and move up to 30 pounds of office supplies, equipment, and coin.
Position is not telework eligible; all job duties must be performed in the branch or office.
Preferred location is at Main (2605 Washington Blvd.
, Ogden).
The DCSM will work Monday-Friday 8:
30 - 5:
30.
Travel may be required between branches, to and from training/meetings etc.
Attendance is an essential function of the job.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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