Internet Banking Specialist

Exchange Bank•Santa Rosa, CA

8d•Onsite

About The Position

This position is scheduled 40 hours per week. The work schedule is 8:30 to 5:30 on Monday through Friday. Work schedule is subject to change based on business needs of the Bank. The Internet Banking Specialist provides general to complex technical support for business and consumer customers regarding issues such as Quicken, internet browsers, mobile devices, bill pay, password resets and log on problems. They work with the Digital Channels Project Manager and the Electronic Banking department to escalate and solve technical issues. This role answers customer questions via phone, chat, contact us, secure message and email regarding retail and commercial online banking products. They manage online deposit account opening requests from customers, research problems, respond to inquiries and provide resolution for retail and corporate customers using the online banking administration portals. The specialist receives and promptly responds to written customer inquiries such as chat, secure messages, contact us forms and emails. They add and/or delete accounts for existing records in the online banking admin portal, initiate appropriate inquiries to the bill pay provider, and set up and maintain records for the automated telephone banking system. Additionally, they process address change requests, wire transfers and other customer support transactions initiated through online banking, following bank policies and procedures to minimize risk and adhere to schedule regarding processing times for transfers, ACH and wire transfers. This role also acts as backup for the call center by taking customer calls during peak periods and deletes inactive bill pay accounts from the bill pay portal. The Customer Care Lead serves as the next tier escalation for complex Customer Care Center inquiries, providing coaching to Customer Care Representatives and Sr. Customer Care Representatives on complex issues and troubleshooting. They provide guidance and approvals on exception items and transactions, including debit card limit increases, wires, and online banking new account openings. They also provide online banking limit increases (Zelle, Bill Pay and Mobile deposit limits) and input all incoming wires from online banking into the wire transfer system with approval authority up to $1 million. This role performs operational compliance functions including biweekly certification and callback, and cross-trains employees on call center tasks. They provide input on recruitment, selection, training, and performance feedback for call center employees, monitor the chatbot and update programming when needed, and participate in management testing of retail and corporate online banking system upgrades and new releases of the core application system. They coach Customer Care Center employees on technical troubleshooting issues and create and update training and resource materials. The role also performs wire callback for all of retail banking to mitigate risk by outreach to customers to confirm wire instructions. Non-Essential Functions include performing special projects, research and analysis as requested, and performing other duties as assigned.

Requirements

Knowledge of customer service and sales principles, practices and techniques.
Knowledge of online banking services.
Skills operating a personal computer including detailed knowledge of web browsers, word processing, spreadsheet and presentation software.
Knowledge of effective business English usage, spelling, punctuation and grammar.
Comprehensive knowledge of call center procedures and metrics.
Comprehensive knowledge of bank operations and regulations.
Comprehensive knowledge of bank services and products.
Skills operating mobile devices such as Android telephones, iPhones, iPads, and Tablets.
Intermediate math skills.
A combination of education and experience equivalent to a high school diploma.
Minimum of three years related experience in customer service.

Responsibilities

Provide general to complex technical support for business and consumer customers regarding issues such as Quicken, internet browsers, mobile devices, bill pay, password resets and log on problems.
Work with Digital Channels Project Manager and the Electronic Banking department to escalate and solve technical issues.
Answer customer questions via phone, chat, contact us, secure message and email regarding retail and commercial online banking products.
Manage online deposit account opening requests from customers.
Research problems, respond to inquiries and provide resolution for retail and corporate customers using the online banking administration portals.
Receive and promptly respond to written customer inquiries such as chat, secure messages, contact us forms and emails.
Add and/or delete accounts for existing records in the online banking admin portal.
Initiate appropriate inquiries to bill pay provider.
Set up and maintain records for the automated telephone banking system.
Process address change requests, wire transfers and other customer support transactions initiated through online banking, following bank policies and procedures to minimize risk.
Adhere to schedule regarding processing times for transfers, ACH and wire transfers.
Act as backup for call center by taking customer calls during peak periods.
Delete inactive bill pay accounts from the bill pay portal.
Serve as next tier escalation for complex Customer Care Center inquiries.
Provide coaching to Customer Care Representatives and Sr. Customer Care Representatives on complex issues and troubleshooting.
Provide guidance to Customer Care Representatives and Sr. Customer Care Representatives providing approvals on exception items and transactions.
Provide guidance and approvals for CCRs and Sr. CCRs on various transactions including debit card limit increases, wires, online banking new account openings.
Provide online banking limit increases (Zelle, Bill Pay and Mobile deposit limits).
Input all incoming wires from online banking into wire transfer system with approval authority up to $1 million.
Perform operational compliance functions including biweekly certification and callback.
Cross-train employees on call center tasks.
Provide input on recruitment, selection, training, and performance feedback for call center employees.
Monitor chatbot and update programming when needed.
Participate in management testing retail and corporate online banking system upgrades and new releases of the core application system.
Coach Customer Care Center employees on technical troubleshooting issues.
Create and update training and resource materials.
Perform wire callback for all of retail banking to mitigate risk by outreach to customers to confirm wire instructions.
Perform special projects, research and analysis as requested.
Perform other duties as assigned.