E-Banking Specialist

MAJOR RESPONSIBILITIES:

The E-Banking Specialist is responsible for providing exceptional customer service and operational support related to the Bank’s electronic banking services. This role supports consumer and business customers, branch staff, and internal departments for online banking and mobile banking services. The Specialist resolves e-banking inquiries, performs research, assists with system maintenance, and ensures services are delivered securely, efficiently, and in compliance with Bank policies and regulatory requirements.

The E-Banking Specialist is also responsible for new account and account change audits.

• a. Responds to customer inquiries via phone and email related to electronic banking services.
• b. Assists customers with enrollment, maintenance, and troubleshooting of online banking, mobile banking, bill pay, alerts, etc.
• c. Provides clear explanations of e-banking features, functionality, and security best practices.
• d. Works with customers and branches to resolve access issues, login problems, and transaction-related concerns in a timely and professional manner.

• a. Provides daily support to branch staff regarding e-banking questions, setup, and problem resolution.
• b. Acts as a liaison between branches and Operations for electronic banking-related issues.
• c. Supports internal departments with e-banking research and reporting as needed.

• a. Performs maintenance and updates within electronic banking systems in accordance with established procedures.
• b. Reviews and processes electronic banking requests, changes, and documentation.
• c. Reviews and audits new accounts and account change documentation to the core.

• a. Investigates and resolves electronic banking issues, processing errors, and customer discrepancies.
• b. Performs research across core systems, e-banking platforms, and document imaging systems.
• c. Escalates complex issues and trends to management with supporting documentation and recommendations.

• a. Follows all Bank policies and procedures related to electronic banking, information security, and customer confidentiality.
• b. Supports investigations related to electronic banking activity.
• c. Assists management and the Security Officer as needed with electronic banking security initiatives.
• d. Ensures compliance with BSA/AML requirements and attends required annual training.

• a. Maintains accuracy, attention to detail, and timely completion of all assigned tasks.
• b. Acts responsibly at all times to protect the security and integrity of Bank systems, data, and customer information.
• c. Performs all other duties as assigned by supervisor.

High school diploma or GED required, or an equivalent combination of education and experience. Working knowledge of Microsoft Office required. Strong communication, customer service, and problem-solving skills are essential.

Responsible for resolving customer and branch inquiries related to electronic banking services. Requires strong attention to detail, analytical thinking, and the ability to exercise independent judgment. Senior-level Specialists are expected to handle more complex issues with minimal supervision and assist in identifying process improvements.

Ability to interact professionally and effectively with customers, branch staff, peers, management, and outside vendors. Daily contact with internal departments and external service providers.

Responsible for the accurate and timely completion of electronic banking tasks, customer support, system maintenance, and documentation. Accountable for protecting confidential information, following security protocols, and supporting the overall effectiveness of the E-Banking Department.

Maintain an efficient working relationship with members of the Operations Department and all other Bank departments.