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Frontier Bank · 2 days ago

Digital Banking & Account Services Specialist

Elgin, TX

Full-time

Hybrid

Senior Level

5+ years exp

Frontier Bank of Texas is seeking a Digital Banking & Account Services Specialist responsible for servicing both retail and business customers. The role involves resolving customer issues related to electronic banking products and services while supporting account services processes.

BankingFinancial Services

Responsibilities

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 and service duties related to onboarding new customers and deepening relationships with existing customers

Engages in a needs-based approach to determine client needs and responds with solutions that fit those needs

Mentors and cross-trains branch staff as needed

Partners with other employees and managers to source and win business, including new deposits, loans, and related services

Actively seeks participation in community events, CRA activities, and other opportunities to represent Frontier Bank with distinction

Qualification

ACH certificationBanking experienceMicrosoft OfficeCRM toolsCustomer serviceCommunication skillsProblem-solvingTeam collaboration

Required

College level course work and/or a degree in finance, business management, and/or accounting, or equivalent training, is highly encouraged

Individuals with at least 5 years of banking experience that enjoys talking to people inside and outside of the bank about their personal and financial goals will be prioritized

ACH certification required

The individual must be able to articulate, communicate, and display all Frontier Bank values

The ability to read, analyze, and interpret technical journals and literature, laws and regulations and legal documents and can effectively and accurately respond to common inquiries from customers, regulatory agencies, members of the community, shareholders, and others

The ability to professionally communicate verbally and in writing to various audiences, including prospects, customers, shareholders, the Board of Directors, Executives, and other stakeholders is required

This role requires the ability to define and solve problems, collect data, establish facts, and draw valid conclusions

The successful individual will show the acumen to collaborating with other and interpreting instructions as expected

They will explore and resolve abstract and concrete issues

Must possess a working knowledge of Microsoft Word, Excel, and PowerPoint

Will have the desire to leverage advanced software solutions, including our CSI platform, Sageworks/Abrigo and our CRM tools

The successful individual will demonstrate effective time management and accountability to relevant activities and results

This individual will effectively leverage Microsoft Outlook and Teams to manage time, email communications, virtual/phone meetings, internal communications, in-person appointments

Some travel will be required in the surrounding counties for customer installations, branch trainings, and customer meetings