Operations Associate

SUMMARY:

The Operations Associate is an integral part of the Operations team. They will assist customers with a variety of account related questions by answering questions by phone. The employee will gain knowledge of all aspects of the Operations department to enable them to assist customers and provide a great customer experience. Applicants must be willing to perform all necessary job functions and uphold all customer confidentiality.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Handles customer inquiries by phone and through the branches; this includes inquiries about checking and savings accounts, debit cards, wires, overdrafts, stop payments, account errors and fraudulent transactions.

Processes debit card applications and troubleshooting cardholder issues.

Provides good customer experience to both internal and external customers and remains calm to effectively diffuse any difficult customer situations.

Possesses knowledge of Deposit Operations reports and jobs to provide accurate and timely information to customers.

Communicates effectively using proper phone etiquette and bank terminology.

Delivers all customer requests on an accurate and timely basis.

Processes departmental reports and tasks in an accurate and timely manner.

Understands the difference between debit card fraud and disputes. Takes the appropriate steps to direct the customer through each applicable process.

Stays productive during the shift and shows initiative to learn new jobs, ask questions to aid the department, uses the systems and looks for efficiencies and ways to help create a better customer experience.

*Other duties may be assigned.

EDUCATION and/or EXPERIENCE:

High School Graduate or GED equivalent required.

PHYSICAL DEMANDS:

Must be able to hear well enough to communicate with customers, co-workers, and outside bank personnel.

Communicate Orally.

Normal daily physical activities include walking, standing, sitting, stooping, bending, pushing, and pulling.

Must be able to read reports and use a computer.

Occasionally will lift 20-30 pounds (files, cash drawer, etc.)

Adirondack Trust is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex, transgender status, gender identity, gender dysphoria, sexual orientation, national origin, physical or mental disability, protected veteran status, marital and familial status, domestic violence victim status, known relationship or association with any member of a protected class or other characteristics protected by applicable law.