EBS Analyst

Hancock Whitney•New Orleans, LA

About The Position

The Electronic Banking Services (EBS) Analyst is responsible for supporting the origination, servicing, and maintenance of consumer and commercial card accounts. This includes processing account updates, resolving escalated inquiries, researching disputes, and assisting internal partners with complex requests. The role ensures operational accuracy and a positive client experience through detailed system work, informed decision-making within defined authority limits, and cross-departmental collaboration. The Analyst also supports fraud monitoring and regulatory compliance for card programs.

Requirements

High school diploma or equivalent required
Minimum of 1–2 years of experience in banking, financial services, or customer service operations.

Nice To Haves

college coursework or degree in business, finance, or related field preferred
Prior experience with card servicing, account maintenance, or electronic banking systems strongly preferred
Working knowledge of applicable banking regulations, operational controls, and fraud monitoring preferred

Responsibilities

Process new account setups, credit limit adjustments, and account updates for consumer and commercial cardholders in accordance with internal policies and regulatory requirements.
Handle a high volume of internal service requests (e.g., ServiceNow tickets) related to cardholder maintenance, digital self-servicing escalations, and account inquiries.
Perform complex account research, resolving issues requiring advanced system knowledge and careful documentation.
Respond promptly and accurately to phone and email inquiries regarding transactions, account status, disputes, and service issues.
Serve as an operational resource for frontline associates by assisting with escalations and complex servicing questions.
Support client and internal partner education on digital self-service capabilities.
Complete monthly, quarterly, and ad-hoc operational reports for management review and compliance tracking.
Analyze daily/weekly/monthly reports to identify trends, support operational improvements, and ensure adherence to internal procedures.
Monitor account activity and collaborate with fraud and compliance teams to address risk indicators.
Partner with internal business units to support process enhancements and service quality initiatives.
Remain informed on regulatory and operational changes affecting electronic banking services.
Participate in testing and feedback for system enhancements or upgrades.
Perform other job-related duties as assigned.