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Field & Main Bank · 2 months ago

Digital Banking Specialist I/II

Henderson, KY

Full-time

Onsite

Entry, Mid Level

1+ years exp

Field & Main Bank is seeking a Digital Banking Specialist I/II to respond to a variety of customer inquiries via telephone and mobile messaging while meeting service quality standards. The role focuses on resolving issues, educating clients, and promoting bank products and services while ensuring compliance with banking regulations.

FinanceFinancial ServicesInsuranceVenture Capital

Responsibilities

Prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with bank exposure to loss or fraud

Responds to inquiries from internal and external customers

Has meaningful conversations to identify customer needs and offers new opportunities by cross-selling and/or referring appropriate business lines to deepen customer relationships

Proficient in a wide variety of bank products and services

Processes electronic transactions; deposits, withdrawals, safe deposit box payments, credit card payments, etc

Identifies and corrects discrepancies found in customer information profiles (CIF)

Scan and indexes all necessary documents in Synergy

Research transactions in 4Sight image repository

Performs maintenance at CIF and account level

Assist employees from other departments with customer inquiries. (Including CRM requests)

Assists customers through all means of digital communication (Telephone, Banno, Digital First, Email, etc.)

Monitor and assist customers using ITM

Responds to inquiries and assists with debit cards, online banking, bill pay, telephone banking, apple pay/google pay and all other electronic banking products and services in compliance with all financial institution regulations

Research and resolve issues with Zelle payments through PayCenter

Resolves problems through diagnoses and discussion with other team members and the user. Then takes necessary steps to research, isolate, and resolve the issue

Manages difficult customer situations and follows through with resolutions to ensure customer satisfaction

Assist customers with various types of fraud including debit card, remotely created check, compromised online banking credentials, etc

Proficient in bank software used to print instant issue debit cards

Interacts with customers using chat features to answer questions and provide solutions in a professional manner

Knowledgeable of and explains products and services offered by the bank (Retail, Loan, Trust) to; either assist with needs or refer customers to the proper department for issues that cannot be resolved in the customer care center

Check and respond to the Customer Care email inbox

Completes account verifications through SSA, Lexus Nexus, Thomas Reuters, Mailed/Faxed

Completes E-Statement Report

Completes dormant and charged off account netteller report

Completes weekly Case Tracker report

Completes ACH Origination report

Explains, promotes, and enrolls customers in self-service products, including touchtone banking, debit cards, online banking, bill pay, and mobile banking

Cross-sells bank products and services

Progressively learns all electronic services offered by the bank

Proactively prospects for new business. Actively refers loans, trust, and brokerage services to appropriate financial institutions specialists

Participates in sales, service, and product training meetings

Knowledge of various federal regulations including Bank Secrecy Act, Community Reinvestment Act, Americans with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, Regulation E, and teller roles and responsibilities relating to each act

Knowledgeable in all aspects of fraud prevention and detection regarding all electronic services provided by the bank

Qualification

Jack Henry core banking systemCRMCustomer serviceSales skillsCash handlingProblem-solving skillsComputer skillsMathematical skillsInterpersonal communicationOrganizational skills