E banking Specialist I

Metro City Bank•Doraville, GA

21h•Onsite

About The Position

The E-Banking CSR is responsible for completing various activities such as setups, troubleshooting, research and day-to-day support of all E-Branch activities. This role provides E-Banking expertise for Metro City customers with E-Banking needs, including hardware and software troubleshooting and findings. The specialist will be a go-to person for E-Banking knowledge within the bank, including processes, systems, policy, and procedures. They will utilize a ticket portal system to resolve and track issues, monitor and respond to customer questions/issues through online banking systems, and create/maintain customer access and limits to various systems. The role also involves participating in team and vendor meetings, assisting in training users, communicating with vendors for system support, processing E-Banking operational functions, and maintaining E-Banking product documentation. A key aspect is proactively solving problems, improving processes, and ensuring remarkable customer experiences in digital and remote service products. The specialist must resolve customer complaints promptly, maintain knowledge of and ensure compliance with banking regulations, and promote positive relations with all contacts. All duties must be performed in compliance with BSA/AML regulations and requirements, ensuring proper customer information is collected and OFAC verification is performed. A Risk Rating Assessment and Due Diligence for all customers is also required.

Requirements

Previous Banking and Customer Service experience preferred
Previous experience with FIS Horizon Deposit origination preferred
Software skills including Microsoft Office, Adobe, Internet, and Email
Ability to write routine reports and correspondence
Ability to speak effectively before customers or employees of organization
English/Korean or English/Chinese - Bilingual skills preferred

Responsibilities

Provide E-Banking expertise for Metro City customers with E-Banking needs, including hardware and software troubleshooting and findings.
Be one of the go-to people for E-Banking knowledge within the bank, including knowledge of processes, systems, policy, and procedures.
Utilize ticket portal system to resolve and track issues as created by system users
Monitor and respond to customer questions/issues through our online banking (OLB & D1B) systems
Create and maintain customer access and limits to various systems (OLB, D1B, Zelle, mobile banking, Remote Deposit, Cash Management – ACH, wire)
Participate in team meetings and vendor user group meetings to learn of new products and services.
Assist in training users on system applications, tokens and remote deposit machines.
Communicate with vendors (FIS) to support teams with system issues.
Process E-Banking operational functions; complete and maintain E-Banking products and service documentation, procedures, and forms.
Proactively look for ways to solve E-Banking problems and to improve E-Banking processes, reporting, etc.
Ensure remarkable customer experiences in our digital and remote service products.
Resolve customer complaints and issues promptly and communicate all customer service-related issues/problems to management.
Maintain knowledge and ensure compliance with all applicable State and Federal banking regulations, bank policies, and procedures, including but not limited to the Bank Secrecy Act/Anti-Money Laundering Program and Information Systems Security Policies.
Timely completion of Compliance training.
Monitors and reports suspicious activity to the BSA Officer
Promote and maintain positive relations with all contacts, customers and potential customers
Perform all duties in compliance with BSA/AML regulations and requirements
Ensure proper customer information is collected and OFAC verification is performed before opening an account
Perform Risk Rating Assessment and Due Diligence for all customers