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Customer Service Representative

Axelon Services Corporation

This is a Full-time position in Phoenix, AZ posted June 8, 2021.

This role is currently work-from-home and will move to the office environment after the COVID-19 restrictions are lifted.

6 Month Contract

BASIC FUNCTIONS
Responsible for proactively managing client relationships with mid-level, large and top tier commercial clients for the Bank and/or
Community Association Banking (CAB). Serves as a liaison between the Bank’s commercial clients, that may include Treasury
Management (TM), Community Association Banking (CAB) Sales Representatives and the Operations departments. Handles simple
to complex customer inquiries and resolves account servicing issues. Performs a broad variety of financial services such as opening
and closing accounts, renewing time deposit accounts, and assisting clients with account inquiries, maintenance, and complex
problem resolution. Has knowledge of deposit and loan products and services. Identifies sales and referral opportunities and strives
to meet related goals.

ESSENTIAL JOB FUNCTIONS
Manages all aspects of support for a portfolio consisting of Homeowner Associations (HOA) and/or Commercial clients. May handle
accounts with medium complexity.
Responds to requests from clients such as researching and resolving issues, answering customer questions, and transferring funds.
Assists clients with opening new accounts, closing accounts, processing wires, and adding new products to portfolio.
Ensures all paperwork received is compliant with bank regulatory and legal requirements.
Provides outstanding customer service to external and internal clients within established Service Level Agreements and escalates
issues to management.
Manages risk related to supporting the client relationship such as processing Non-Sufficient Funds, Holds and Overdraft decisions.
Protects the bank by reviewing all transactions, watching for and reporting fraud and unusual situations, ensuring transactions are
properly authorized and in compliance with all rules and regulations.
Complies with all related Federal, State and Industry laws and regulations pertaining to Banking.

NON-ESSENTIAL JOB FUNCTIONS
MINIMUM JOB REQUIREMENTS
Excellent customer service skills
Strong communication, interpersonal, consultative and listening skills
Excellent time management skills
Sound judgment and decision-making ability
Detail-oriented with strong organizational skills
Possess patience to deal with demanding customer questions and requests
Ability to handle multiple tasks simultaneously in a fast-paced, diverse and growth-oriented environment
Ability to maintain a high degree of confidentiality
Personal computer skills to include various software packages including, word processing, spreadsheet, e-commerce, electronic
Confidential and Proprietary Page 2 of 6
mail, presentation, and banking systems

ADDITIONAL PREFERRED QUALIFICATIONS
One year of customer service experience
Familiar with Bank Operations and related customer service inquiries