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Form of work
SalarySUMMARY: The Online Banking Specialist supports the day-to-day operations of online account openings. This position assists with online account openings, reviews, and continued maintenance of these accounts while also providing support for the Client Care Center for these accounts.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties and special projects may be assigned.
- Ensures that online virtual branch operation functions are managed accurately and timely. Maintain online accounts/virtual branches' operational integrity.
- Processes new online account opening set-ups, merging, decisioning, quality control, and performs on-going maintenance to existing online accounts.
- Supports all phases online account opening procedures.
- Manages service levels against customer expectations.
- Ensures day-to-day compliance and operational risk controls in accordance with bank and/or regulatory standards and policies.
- Approves specific check amounts, ach items, cashier's checks, uncollected funds, and insufficient funds based on signature authority limitations preset by management.
- Adheres to all current compliance/audit requirements.
- Efficiently and effectively interacts with internal and external customers and serves as a resource for answers to questions regarding online account opening such as status, maintenance, or procedures.
- Effectively communicates through a variety of means by telephone, email, chat, and regular mail correspondence.
- Adheres to internal and external defined service level agreements.
- Performs duties and responsibilities involving knowledge and application of policies and procedures that require independent judgement in the determinations of actions to be taken.
- Maintains an understanding of all current financial products, policies, procedures, and regulations. Creates and maintains the departmental procedures.
- Participates in online account opening system testing and provides timely feedback.
- Delivers training in a classroom, virtual, and one-on-one setting to new and current hires.
- Partners with management to identify gaps in training delivery and departmental goals. Will work closely and in collaboration with the Digital Banking Team.
- Fosters an environment of collaboration with the client care center staff and with other internal teams.
- Demonstrates strong leadership & analytical skills to assess situations, determine the root cause, and initiate a plan of action for resolution.
- Adheres to and complies with applicable, federal and state laws, regulations and guidance, including those related to anti-money laundering (i.e. Bank Secrecy Act, US PATRIOT Act, etc.).
- Adheres to Bank policies and procedures and completes required training.
- Identifies and reports suspicious activity.
EDUCATION
HS Diploma And
EXPERIENCE
- A minimum of two years Customer Service/Online Banking experience
- 1-3 years progressive banking/call center experience with demonstrated leadership capabilities required
- Strong branch operations and sales experience preferred
KNOWLEDGE, SKILLS AND ABILITIES
- Thorough knowledge of bank policies, procedures, products, and services.
- Must be able to act independently and show sound judgement in problem resolution, making decisions that comply with bank policies and procedures. Must have excellent written and verbal communication skills.
- Time management skills required.
- Demonstrated ability to maintain a professional demeanor under pressure, work autonomously, be flexible, and manage multiple tasks in a dynamic environment.
