Digital Banking Account Services Specialist

Overview

Summary
:

The Digital Banking & Account Services Specialist is responsible for servicing both retail and business customers by handling unique questions, solving complex problems, and responding to advanced electronic channel inquiries. This position is responsible for resolving customer issues related to the Bank’s electronic products and services for consumer and business online and mobile banking, and the suite of digital solutions. As a subject matter expert, the incumbent will support innovation research, development, implementation, and training of new technology.

In addition to Digital Banking, the candidate will support and help manage the Account Services processes such as unposted items, internal account reconciliation, ACH, stop payments and hold notices.

The Digital Banking & Account Specialist sells to, and services Frontier Bank household and business prospects and customers seeking to start and/or grow a relationship with our bank. The ideal candidate has the experience and demeanor of a banker ready to help grow, services, and retain meaningful customer relationship with Frontier Bank.

• Demonstrates Frontier Bank of Texas values:
• HONESTY, LOYALTY, DEPENDABILITY, LEADERSHIP, COMMUNITY, RESPECT
• Effectively works with teams inside and outside of a branch environment.
• Actively seeks to acquire, service, and retain new and meaningful household and business relationships for Frontier Bank.
• Processes consumer and business online banking access including new user set-up, password resets, and inquiries on monthly service charges and multifactor authentication.
• Resolves complex customer inquiries and technical issues on various products and platforms including, but not limited to, online and mobile banking, bill payment, remote deposit capture, mobile deposit, wire transfer, ACH transactions, person-to-person transactions, and debit and credit cards.
• Research and reconcile:
  Fraud Alerts/Compromised Cards, ATM reconciliation, EFT Error Resolutions and Disputes, NSF reporting, Outages/Non-post, and unauthorized ACHs.
• Provides daily support and resolves issues with professionalism and urgency by assisting customers via all contact channels to include inbound and outbound calls, secure messages, and email.
• Provides support and resolves issues for customers and Bank/Branch personnel.
• Maintains knowledge and technical understanding regarding the Bank’s electronic products and services including associated features and benefits, fees, charges, and disclosures.
• Researches and prepares proper responses to customer complaints and inquiries, often interacting with team members, Bank employees and managers to successfully complete assigned tasks and professionally communicate a resolution.
• Reviews deposited mobile capture items as well as ATM deposits for completeness and approves checks for processing.
• Performs services requested by customers including profile updates and account maintenance.
• Provides troubleshooting and technical support.
• Detects fraud using the Bank’s fraud detection tools and processes. Reports exception items and suspected fraud to management.
• Documents retail and business customer product requests.
• Supports virtual tutorials of the Bank's products and services for prospects and clients.
• Monitors daily reports and identifies specific metrics related to the Bank’s digital products.
• Assists in internal and external audits, regulatory monitoring, and all required reporting activities.
• Assists in maintaining digital banking process and procedure documentation.
• Recognizes opportunities for process improvement and communicates to management.
• Completes all required annual training and seeks opportunity for continuous professional development.
• Knows or seeks to learn how to ask appropriate questions to open conversations that lead to strong relationships with our customers, prospects, and communities.
• Prospects for new small business, not-for-profit, public, and household relationships
• Knows and sells our advanced Digital Banking solutions, including all our top-rated Treasury Management products, mobile, online, debit cards, credit cards, and related services.
• Performs all sales…