Digital Banking Specialist (BANK)/Req # 1196

About the Role

Provide excellent customer service and support on all digital banking products. Regularly answer questions and resolve online banking, mobile deposit, card and ATM related issues for clients and staff. Conduct regular maintenance, maintenance review, fraud monitoring tasks, and processes/resolves disputed electronic items. Perform a wide variety of back-office administrative functions to facilitate the workflow within the department. Must be able to meet daily deadlines while working in a fast-paced environment.

Responsibilities

• Provide high quality support to online banking customers by handling routine inquiries received via phone, email or instant chat.
• Provide high quality support for Cash Management, Remote Deposit Capture & Mobile check deposit.
• Monitor online banking transactions for suspicious activity using the bank's monitoring software and reports.
• Complete daily maintenance and monitoring tasks for all Digital Banking products.
• Assist with eStatement and Bill Pay enrollment and troubleshooting.
• Approve & oversee the online new account process ensuring compliance with CIP & CDD.
• Assist customers & bank staff with ATM & Debit cards, including card reorders, limit increases and PIN re-sets.
• Maintain card inventory for the bank, tracks lost cards and analyzes all returned mail.
• Manage and oversee the card dispute process & card compromise events (Reg E).
• Assist in the implementation of new Digital Banking products and services, which may involve training others.
• Familiar with Digital Banking operations and procedures.
• Familiar with CDAR's & ICS funds transfers, must ensure accurate posting of entries.
• Work with Accounting Department to reconcile internal GL Accounts.
• Assist in the creation and formalization of processes and procedures in the Digital Banking Department.
• Able to provide backup to the Deposit Services and Cash Management departments, this involves handling routine inquiries made by customers & bank staff.
• Assume additional responsibilities as requested.

Requirements

• One to two years of experience in a financial institution setting; CSR knowledge preferred.
• Experience supporting internal and external customers with digital banking related issues.
• May be required to attend trainings on rules and regulations related to Digital Banking products, such as Error Resolution and ACH processing.
• Proficient in use of Microsoft Office suite: Excel, Word, and Email.
• Aptitude for learning and using diverse software applications.
• Must be organized with ability to multitask.
• Excellent customer service and communication skills required.
• Must have strong problem-solving skills.
• Must be organized and detail oriented.
• Ability to work independently.
• Must be a team player.

Pay

18.5-26.73 Hourly Wage