Position Purpose:

This role operates in a fast-paced, time-sensitive environment and requires strong problem-solving abilities, accuracy and attention to detail. The ideal candidate thrives in a positive, team-oriented setting and takes pride in delivering high-quality work. Responsibilities include supporting digital banking products such as debit card operations and online banking services. This position also plays an important part in upholding Civista Bank's mission to enhance the financial well-being of our employees and shareholders and to make a meaningful impact on the communities we serve.

Key Accountabilities:

• Provide daily support for online banking products to both internal teams and external customers, ensuring timely and accurate assistance.
• Respond to inbound customer inquiries related to digital banking access, functionality, troubleshooting, and general navigation, maintaining a high level of service and professionalism.
• Assist customers with password resets, account lockouts, mobile app support, and other digital banking access issues, escalating complex cases when necessary.
• Process and support debit card operations, including expedited card orders, card maintenance and the use of fraud monitoring tools.
• Monitor digital banking transactions daily to identify potential fraud and review inactive or unused digital banking features and services.
• Educating customers on digital banking security best practices, including authentication, phishing awareness, and account protection.
• Document customer interactions accurately in the appropriate systems and maintain detailed records of actions taken.
• Meet or exceed call center performance expectations, including service levels, call quality, accuracy, and customer satisfaction.
• Maintain, update, and review digital banking procedures and policies to ensure accuracy, compliance, and operational efficiency.
• Provide feedback on recurring customer issues, system gaps, or opportunities to enhance digital banking products and user experience.
• Participate in training, team meetings, and ongoing professional development related to digital banking tools, processes, and fraud prevention.
• Perform additional duties as assigned and engage in activities that support these key accountabilities.

Qualifications, Knowledge and Skills:

• One to two years of experience in banking, financial services, or a related customer support environment.
• High School Diploma or equivalent required, additional office administrative training or certification preferred.
• Strong customer service, problem-solving, and critical thinking skills, with the ability to respond to inquiries with tact, diplomacy, and patience across phone, messaging, and chat channels.
• Exceptional organizational, time-management, and follow-up skills, with the ability to manage multiple priorities in a fast-paced, deadline-driven environment.
• Excellent interpersonal and communication skills, including clear written communication for chat and messaging support.
• Working knowledge of digital banking products, online banking systems, mobile applications and related support platforms preferred.
• Ability to follow detailed procedures while applying sound judgment and critical thinking to resolve issues efficiently.
• Proficiency in typing and computer navigation, including Microsoft Word, Excel, Adobe Acrobat, and the ability to work across multiple systems and software platforms simultaneously.
• Ability to analyze digital banking reports, identify trends or anomalies, and assist with system maintenance tasks as needed.
• Familiarity with fraud-prevention practices, authentication processes, and digital security best practices preferred.
• Demonstrated ability to learn new technologies, system updates, and digital banking enhancements quickly.
• Ability and willingness to be cross-trained across department functions and support broader digital banking initiatives.
• Strong attention to detail, accuracy, and documentation skills, especially when recording customer interactions or system updates.
• Ability to work both independently and collaboratively in a team-oriented environment.

Physical Requirements:

• Ability to view computer screens and read reports for long periods of time.
• Ability to work under sometimes distracting work conditions.
• Ability to move files of up to 15 lbs.
• Ability to sit for long periods at a time.
• Ability to travel to attend meetings or training.

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