Digital Banking Specialist I​/II

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3 days ago – Be among the first 25 applicants.

Department: Deposit Administration-Customer Care Department

Reports To: Customer Care Center Officer, AVP

Job Grade: E

Hours: Regular full‑time 40 hours, no Saturday rotation required.

Status: Full Time (Non‑Exempt)

Responds to a variety of customer inquiries via telephone and mobile messaging while meeting customer service quality and production standards. Performs research to resolve issues, educates clients, and promotes products and services. Recognizes selling and referral opportunities and offers new products, services, and solutions to meet customers’ needs as appropriate. Provides consistent, courteous, professional, accurate, timely, knowledgeable, and patient service to the customer while performing duties within the realm of banking regulations which protects the customer and the bank.

• High school diploma or equivalent.
• Minimum of (1) year call center experience preferred.
• Experience with Jack Henry core banking system preferred.
• Ability to work with CRM.
• Attends and completes Field & Main University courses.
• Prior customer service experience preferred.
• Knowledgeable in a variety of bank products and services.
• Excellent sales, interpersonal communication, organizational skills, and computer skills.
• Above average computer and keyboard skills.
• Strong interpersonal and customer service skills.
• Ability to work independently and in a team environment.
• Ability to work in an open‑office environment with interruptions.
• Proven problem‑solving skills.
• Cash handling/teller experience preferred.
• Understanding basic mathematical skills.

• Prioritize and make on‑the‑spot decisions regarding customer transactions, weighing customer satisfaction issues with bank exposure to loss or fraud.
• Respond to inquiries from internal and external customers.
• Have meaningful conversations to identify customer needs and offer new opportunities by cross‑selling or referring appropriate business lines to deepen customer relationships.
• Process electronic transactions; deposits, withdrawals, safe deposit box payments, credit card payments, etc.
• Identify and correct discrepancies found in customer information profiles (CIF).
• Scan and index all necessary documents in Synergy.
• Research transactions in 4
  
  Sight image repository.
• Perform maintenance at CIF and account level.
• Complete E‑Statement Report, dormant/charged‑off account netteller report, weekly Case Tracker report, ACH Origination report, and review fraud items in Yellowhammer (for II role).

• Assist employees from other departments with customer inquiries (including CRM requests).
• Assist customers through all means of digital communication – telephone, Banno, Digital First, email, etc.
• Monitor and assist customers using ITM.
• Respond to inquiries and assist with debit cards, online banking, bill pay, telephone banking, Apple Pay/Google Pay, and all other electronic banking products and services in compliance with regulations.
• Research and resolve issues with Zelle payments through Pay Center.
• Manage difficult customer situations and follow through with resolutions to ensure customer satisfaction.
• Assist customers with various types of fraud (debit card, remotely created check, compromised online banking credentials, etc.).
• Interact with customers using chat features to answer questions and provide solutions in a professional manner.
• Check and respond to the Customer Care email inbox.
• Complete account verifications through SSA, Lexus Nexus, Thomas Reuters, mailed/faxed.

• Complete E‑Statement Report.
• Complete dormant and charged‑off account netteller report.
• Complete weekly Case Tracker report.
• Complete ACH Origination report.
• Reviews and processes fraud items in Yellowhammer (for II role).

• Explain, promote, and enroll customers in self‑service products, including touchtone banking, debit cards, online banking, bill pay, and mobile banking.
• Cross‑sell bank products and services.
• Progressively learn all electronic services offered by the bank.
• Proactively prospect for new…