Digital Banking Specialist - Card Services, Fraud & Zelle

TruNorth Bank•Easthampton, MA

2d•$23 - $24

About The Position

The Digital Banking Specialist supports customer service and operations for electronic banking services, with a focus on card services, fraud, and Zelle. The role provides responsive customer assistance, maintains knowledge of bank and customer-facing systems, and performs operational duties involving electronic services, fraud monitoring and investigation, electronic payments, ATM settlement, and disputes. The specialist protects confidential customer information, follows applicable laws and bank policies, monitors and escalates system issues, and contributes to service and process improvements. The position has no supervisory responsibilities and requires minimal travel, including occasional meetings, training, or seminars.

Requirements

High school diploma.
One to two years of customer service or electronic banking experience.
Knowledge and understanding of the bank’s retail products.
Ability to adapt to evolving technology and regulatory requirements.
Excellent customer service and organizational skills.
Strong analytical and problem-solving skills.
Ability to work well under pressure, attention to detail, ownership, and flexibility.
Enjoy working in a team environment.
May be required to work extended hours or weekends.
Must have transportation to service ATM terminals and attend offsite meetings.
Must be able to perform essential duties satisfactorily, with reasonable accommodations where applicable.

Responsibilities

Provide high levels of customer service and responsiveness, maintaining service standards and strong customer and coworker relationships.
Apply bank guidelines, regulations, policies, and procedures to guide customers and colleagues and make appropriate decisions.
Protect customer information through identification procedures, need-to-know access, discretion, and secure handling of communications.
Notify management and affected departments of customer dissatisfaction, system disruptions, processing problems, and trends.
Maintain knowledge of bank and customer-facing systems, products, services, regulations, workflows, and procedures.
Perform duties supporting new and existing electronic banking services.
Control, monitor, detect, and help prevent fraud across electronic banking channels; manage EFT disputes and investigate fraud claims or unauthorized payments.
Reconcile ATM transaction settlements and support the ATM fleet.
Perform operational functions for electronic payment programs, including Zelle.
Complete assigned work accurately and on time, assist coworkers, and notify management of delays.
Monitor electronic banking channels for system issues and outages, contact vendors to resolve issues, track progress, and keep management and affected departments informed.
Track system issues, outages, fraud losses, volumes, and productivity for trend analysis and management reporting.
Participate in system upgrades, conversions, and development of new or enhanced services, procedures, and processes.
Recommend improvements to customer satisfaction and operational efficiency.
Comply with applicable federal and state laws and regulations, including BSA, GLBA, Regulation E, and Regulation CC, as well as bank policies and procedures.
Protect non-public customer information and technology resources, follow the Acceptable Use Policy, participate in security awareness training, and pass social engineering testing.
Perform other duties as required and provide backup support to other Operations areas.
Travel occasionally for meetings, training, or seminars and have transportation to service ATM terminals.