Digital Banking Specialist I

Digital Banking Specialist I

• Manage inbound customer calls and provide timely, professional assistance.
• Verify customer identity before discussing or making changes to account information.
• Assist customers with online and mobile banking, including login issues, password/PIN resets, enrollment, device registration, statements, alerts, and mobile deposits.
• Document customer interactions and escalate issues when appropriate.

• Review and process mobile deposits, including check images, endorsements, and transaction information.
• Evaluate mobile deposit limit increase requests based on account history and activity.
• Identify and escalate potential fraud, including duplicate or altered checks and other suspicious activity.

• Process new, replacement, and instant-issue debit cards.
• Assist with card activation, PIN setup, card blocks/unblocks, and transaction limit requests.
• Initiate debit card disputes and conduct initial fraud intake in accordance with Regulation E procedures.

• Support virtual and interactive teller transactions, including check cashing, deposits, transfers, loan payments, and cash dispensing.
• Verify customer identity and signatures and identify potential fraud indicators.
• Escalate technical issues and suspicious activity when necessary.

• Process authorized account updates, including name, address, contact information, beneficiaries/PODs, authorized signers, statement preferences, stop payments, and account closures.
• Maintain accurate documentation and follow appropriate dual-control procedures.
• Identify and escalate suspicious account activity to BSA/Fraud.

• High school diploma or equivalent required.
• 1+ year of experience in banking, financial services, or digital customer support preferred.
• Ability to provide excellent customer service across digital channels.
• Strong computer skills with the ability to navigate multiple systems.
• Strong communication, organization, time-management, and problem-solving skills.
• Ability to work independently while knowing when to escalate an issue.
• Must successfully complete a Customer Service Test, background check, and credit check.

• Experience with digital banking, online/mobile banking, or card management systems.
• Understanding of Regulation E, Regulation CC, and BSA/AML requirements.
• Strong attention to detail and ability to multitask in a fast-paced environment.
• Ability to recognize potential fraud and respond appropriately.
• Professional telephone, written, and video communication skills.