Contact Center Associate

Department: Digital & Payments Department

Reports To: Digital & Payments Manager

Supervises: None

Summary: Primary focus is on managing customer contact and support. Participates in the day-to-day operations of the Digital & Payments Department. May act as a back-up for ACH and Wire origination, Reg E disputes, and Remote Deposit Capture.

Major duties & responsibilities:

  • Manage large volumes of inbound calls in a timely and professional manner
  • Strong focus on identifying customer needs, clarifying information, and issue resolution
  • Act as an ambassador of our digital products
  • Quickly identify needs to route customers to appropriate resources
  • Communicate with customers through multiple channels: phone, mail, email, OLB platforms, text, chat, etc.
  • Provides customer support and employee training and participate in the development of the digital product family
    • Online Banking, Mobile Banking and Deposit, eDelivery, Bill Pay, External Transfers, Person to Person, Personal Finance, Online Account Opening, etc.
    • ACH, Wire, Remote Deposit Capture
    • Debit/ATM Cards, including SecurLock and Mobile Wallet
    • ATMs/ATM Settlement/Investigations/Reporting
    • Telephone Banking
  • Monitor customer enrollment into OLB products.
  • Review fraud suspect items and contact customers to determine whether legitimate
  • Gives demonstrations of products to customers as needed
  • Other duties could include processing of Reg E disputes, ACH, Wires, RDC; preparation of various reports related to fraud, product usage volumes, etc.

Education & Experience:

  • Excellent communication skills, including verbal, phone, written, listening, and people/soft-skills
  • Ability to move appropriately and quickly between variety of communication channels including phone, chat, text.
  • Strong comfort level with technology and digital banking products
  • Professionalism
  • Ability to multi-task
  • High attention to detail
  • Strong investigative and problem-solving skills
  • Basic understanding of Regulation E, BSA, and NACHA Rules
  • High school diploma

How to Apply

To apply, please complete the Employment Application. Submit the Employment Application, along with your resume and cover letter, via email to hr@snb-t.com or you may mail it to the address below. Please note that incomplete applications will not be considered.

Mailing Address:
Superior National Bank
Attn: Human Resources
P.O. Box 450
Hancock, MI 49930

We are an equal opportunity employer and do not discriminate on the basis of age, sex, race, religion, color, national origin, sexual orientation, gender identity, height, weight, genetic information, marital status, disabled veteran status, veteran status, or disability.

Reasonable accommodations are available. Should you require any auxiliary aids, services, or other accommodations to apply for employment at Superior National Bank, please notify the Human Resources Department toll-free at 866.482.0404.

About Superior National Bank:

Superior National Bank is recognized by BauerFinancial, Inc. as a 5-Star, Superior bank, their highest rating assigned.  BauerFinancial also ranks SNB as one of the nation’s strongest financial institutions.

Headquartered in Hancock Michigan,  Superior National Bank serves clients in the Upper Peninsula and Southeast Michigan regions and employs over 250 people.  SNB provides individual consumers, businesses, municipalities and corporations with a full range of banking services spanning lending, deposit accounts, online and mobile banking services, retirement plans and trust and wealth management.

2021 marks Superior National Bank’s 131st year in business, a milestone made possible by its commitment to people, businesses and communities. With values that focus on people and customers first, Superior National Bank prioritizes innovative thinking, teamwork and the highest level of integrity.  If these values align with your own, please apply to join our team