Digital Banking Specialist I

Home Bank•Lafayette, LA

58d

About The Position

This position is primarily responsible for the operational processes related to Home Bank’s digital banking products which includes ATMs, debit and credit cards, online banking, mobile banking and digital wallets. Additionally, this position is also responsible for effectively communicating with customers and Home Bank partners to provide excellent customer service.

Requirements

Bachelor’s degree in related business field preferred.
A minimum of 1 year of banking experience or applicable experience in digital banking products
Exceptional customer service, organizational, interpersonal and communication skills.
Excellent analytical and problem-solving skills including ability to diagnose, resolve or escalate a critical situation.
Excellent computer skills; Microsoft Office Suite including Outlook, Teams, Word, and Excel.
Ability to work independently with little or no supervision; self-directed and motivated.
Ability to use good judgment and be discrete with confidential information.
GOOD CREDIT IS A MUST
CREDIT REPORT IS REQUIRED FOR EMPLOYMENT

Responsibilities

Monitor currency usage and ATM statuses, performs account reconciliation duties, investigates ATM related disputes and works with third party vendors for repairs or failures.
Maintain new and existing credit card accounts and perform processes including transaction research, card cancellations, limit changes, balance transfers, charge offs, travel exemptions, address and other file maintenance requests, fraud monitoring, payment processing, account reconciliation duties and customer service for VIP customers.
Maintain new and existing debit card accounts and perform processes including transaction research, card cancellations, limit changes, travel exemptions, permanent card orders, fraud monitoring, account reconciliation duties and proper processing of customer disputes and adjustments in accordance with Regulation E, Visa and Accel Operating Rules.
Review and input outgoing wire transfers including returns and drawdowns requested on behalf of commercial customers.
Review and process image deposits made at Home Bank ATMs or through the Home Bank mobile apps.
Perform quality control reviews for debit and credit card file maintenance.
Investigate issues and collaborate with appropriate Home Bank partners or third-party vendors to ensure issues are carefully reviewed, communicated, tracked and brought to closure.
Respond to support requests received through the departments ticketing system related to digital banking products.
Create new and revise existing department procedures and intranet resources for processes related to digital banking.
Research and compile department productivity and product usage volumes and other statistics for presentation to Management.
Assist with the development and annual testing of Home Bank’s Business Continuity and Disaster Recovery Plan.
Perform additional tasks as needed within the department including bank integration projects