Digital Onboarding Specialist

Columbia Bank, New Jersey-posted 29 days ago
Full-time • Entry Level
Fair Lawn, NJ
501-1,000 employees
Management of Companies and Enterprises
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The Digital Onboarding Specialist is a contact center agent that is an individual contributor who builds and maintains positive relationships with clients, that is committed to excellence through attention to detail and accuracy. Through a client centric, consultative and educational approach, the Digital Onboarding Specialist will build trust and rapport that will deepen client relationships and provide opportunities for revenue generation and client retention.

  • Manages the Online Account Opening workflow to ensure a seamless client experience which includes the following:
  • Processes, approves and supports all phases of the online application process.
  • Identifies potential fraud patterns within the account opening process and escalates to management and appropriate departments (Risk Management, Fraud and BSA) with a sense of urgency.
  • Ensures all accounts are opened within CIP/compliance requirements.
  • Provides guidance to clients through the account opening journey via an omnichannel to reduce client friction and optimize the digital experience.
  • Ensures the security of client information and minimizes financial losses to the bank by following all account opening policies and procedures, performing client verification, eliminating social engineering, and identifying fraudulent and suspicious attempts for account takeover and identity theft, while also capturing critical client data.
  • Escalates client feedback to reduce client friction and identify areas for continuous process improvements to positively evolve the digital account opening experience.
  • Receives telephone inquiries from customers, as well as contacts through alternative channels.
  • Effectively manages large amounts of incoming calls.
  • Identifies and resolves issues, concerns, and requests for information regarding the Bank's products and services to the satisfaction of the customer.
  • Utilizes appropriate technology and resources to effectively manage each customer interaction and strives for the goal of first call resolution.
  • Projects a professional image to the customer, ensuring that all customer service protocols are demonstrated in each interaction.
  • Leads by example by displaying a high level of customer service through internal and external interactions.
  • Performs other job-related duties as may be assigned.
  • Minimum 2 years of client facing banking experience.
  • Extensive knowledge of digital channels and offerings (Digital Insight, FIS Bill Pay, Compass for Zelle, Ensenta for Mobile Deposits, CWSI for Card Payment Capabilities).
  • Extensive knowledge of digital and mobile devices, operating systems and browser configurations.
  • Experience with detecting fraud and preventing fraud.
  • Candidate must have a proven history of exhibiting strong attention to detail.
  • Excellent interpersonal and communication (verbal and written) skills.
  • Strong time management and organizational skills.
  • Ability to work extended hours as necessary to accomplish work objectives.
  • Experience working in a contact center.
  • Medical, Dental, Vision and Rx which are contributory.
  • Bonus programs.
  • Employee Stock Option Program (ESOP).
  • Life Insurance, Long Term Disability and Accidental Death and Dismemberment (LTD&AD&D).
  • Paid Time Off (PTO) which includes Personal and Vacation Time.
  • Paid Sick Time.
  • Bank Holidays.
  • Employees may participate in the 401k program.
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