Exchange Bank · 1 week ago
Internet Banking Specialist
Santa Rosa, California, United States
Full-time
Onsite
Mid Level
$24.75/hr - $30.32/hr
3+ years expExchange Bank is seeking an Internet Banking Specialist to provide technical support for business and consumer customers regarding online banking services. The role involves managing customer inquiries, troubleshooting issues, and serving as an escalation point for complex inquiries within the Customer Care Center.
BankingFinanceFinancial Services
Responsibilities
Provide general to complex technical support for business and consumer customers regarding issues such as Quicken, internet browsers, mobile devices, bill pay, password resets and log on problems
Work with Digital Channels Project Manager and the Electronic Banking department to escalate and solve technical issues
Answer customer questions via phone, chat, contact us, secure message and email regarding retail and commercial online banking products
Manage online deposit account opening requests from customers
Research problems, respond to inquiries and provide resolution for retail and corporate customers using the online banking administration portals
Receive and promptly respond to written customer inquiries such as chat, secure messages, contact us forms and emails
Add and/or delete accounts for existing records in the online banking admin portal
Initiate appropriate inquiries to bill pay provider
Set up and maintain records for the automated telephone banking system
Process address change requests, wire transfers and other customer support transactions initiated through online banking, following bank policies and procedures to minimize risk
Adhere to schedule regarding processing times for transfers, ACH and wire transfers
Act as backup for call center by taking customer calls during peak periods
Delete inactive bill pay accounts from the bill pay portal
Serve as next tier escalation for complex Customer Care Center inquiries. Providing coaching to Customer Care Representatives and Sr. Customer Care Representatives on complex issues and troubleshooting
Provide guidance to Customer Care Representatives and Sr. Customer Care Representatives providing approvals on exception items and transactions
Provide guidance and approvals for CCRs and Sr. CCRs on various transactions including debit card limit increases, wires, online banking new account openings. Provide online banking limit increases (Zelle, Bill Pay and Mobile deposit limits)
Input all incoming wires from online banking into wire transfer system with approval authority up to $1 million
Perform operational compliance functions including biweekly certification and callback
Cross-train employees on call center tasks
Provide input on recruitment, selection, training, and performance feedback for call center employees
Monitor chatbot and update programing when needed
Participate in management testing retail and corporate online banking system upgrades and new releases of the core application system
Coach Customer Care Center employees on technical troubleshooting issues
Create and update training and resource materials
Perform wire callback for all of retail banking to mitigate risk by outreach to customers to confirm wire instructions
Perform special projects, research and analysis as requested
Perform other duties as assigned
Qualification
Required
Knowledge of customer service and sales principles, practices and techniques
Knowledge of online banking services
Skills operating a personal computer including detailed knowledge of web browsers, word processing, spreadsheet and presentation software
Knowledge of effective business English usage, spelling, punctuation and grammar
Comprehensive knowledge of call center procedures and metrics
Comprehensive knowledge of bank operations and regulations
Comprehensive knowledge of bank services and products
Skills operating mobile devices such as Android telephones, iPhones, iPads, and Tablets
Intermediate math skills
A combination of education and experience equivalent to a high school diploma; and knowledge typically gained through a minimum of three years related experience in customer service
Company
Exchange Bank
Exchange Bank provides banking and financial services for personal, commercial trust and investment.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
A.J. Vazquez
Branch Manager III, Vice President
Dorothy Rodella
VP & Branch Manager
Recent News
Business Wire
2025-11-24
2025-10-30
Morningstar.com
2025-10-21
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