Digital Banking Specialist I

Herring Bank•Amarillo, TX

13d•Onsite

About The Position

Herring Bank is seeking a Digital Banking Specialist I to serve as a primary point of contact for customers using our digital and self-service banking channels. This position supports online and mobile banking, remote deposits, debit card services, and ITM/VTM transactions while providing exceptional customer service, maintaining accurate account information, and remaining alert to potential fraud.

Requirements

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.

Nice To Haves

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.

Responsibilities

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.