Digital Servicing & Transaction Processing Representative
About The Position
The Digital Servicing & Transaction Processing Representative is responsible for reviewing high-risk transactions initiated through Apple Bank’s digital channels. This role involves assessing money transfers and mRDC transactions to minimize potential losses and mitigate risks associated with digital money movement services. The Representative also monitors system transaction queues and contacts customers as necessary to verify transaction legitimacy. Additional duties include maintaining customer profiles, supporting the Customer Line call center and the retail banking network via the Digital Banking Help Desk, and performing maintenance tasks within digital channels—such as tier upgrades and file maintenance. The ideal candidate will exercise sound business judgment, escalate emerging fraud trends or specific cases as needed, and provide recommendations for optimizing rulesets to enhance the customer experience.
Requirements
- A bachelor’s degree in a related field or equivalent professional experience required.
- 3 + years of experience in financial services or digital banking; experience in risk and control is advantageous.
- Experience with customer service and managing the escalation of customer issues.
- Familiarity with digital banking platforms and money movement services (such as mRDC BillPay, P2P, A2A).
- Capable of effectively articulating and documenting business processes.
- Proficient interpersonal and communication skills, both verbal and written.
- Demonstrated ability to make business decisions and conduct investigations into customer issues and concerns.
- Attention to detail and an understanding of current fraud trends and emerging threats in digital environments.
Responsibilities
- Conduct reviews of mRDC deposits for both consumer and business accounts.
- Make determinations on money movement transactions prompted for review in accordance with digital banking rules and established business criteria.
- Authenticate login attempts, transactions, and transaction amounts by contacting customers when required, prior to approving postings.
- Escalate specific transactions or emerging fraud trends, ensuring management is informed of potential risks.
- Manage manual online banking setups and perform file maintenance on customer profiles, including adjustments to limit tiers.
- Review online banking exception reports to address issues related to customer profiles, such as eStatement preferences, Bill Pay funding accounts, and the creation of additional accounts for digital services.
- Complete potential loss reports in compliance with established thresholds and internal procedures.
- Troubleshoot client concerns related to digital services and respond promptly to complaints.
- Support Bank employees by assisting the Online Help Desk and Visa Support call queues.
- Address customer inquiries professionally through secure messaging and email channels.
- Participate in audit and compliance reviews, conduct risk management testing, and provide requested samples or documentation.
- Collaborate with management, audit, compliance teams, and regulators as needed.
- Assist with tasks related to the Digital Banking Help Desk and GSR queues.
- Perform additional duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
