Internet Banking Specialist

Exchange Bank•Santa Rosa, CA

8d•$25 - $30•Onsite

About The Position

This position is scheduled for 40 hours per week, with a work schedule of 8:30 AM to 5:30 PM, Monday through Friday. The work schedule is subject to change based on the business needs of the Bank. The role involves providing general to complex technical support for business and consumer customers regarding online banking issues, managing online deposit account opening requests, researching and resolving customer inquiries, and processing various customer support transactions. Additionally, the role serves as a next-tier escalation for complex Customer Care Center inquiries, providing coaching and guidance to Customer Care Representatives, and performing operational compliance functions. The specialist will also participate in testing system upgrades and new releases, create and update training materials, and perform wire callbacks to mitigate risk.

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.
Ability to stand, bend, stoop, sit, walk, twist and turn.
Ability to lift up to 15 pounds occasionally.
Indoor office work environment with a majority of time spent standing and/or sitting alternatively at a desk or teller window.
The employee must be able to work schedules that meet the needs of the business, which may include early morning, evening and/or weekend hours.
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.
Providing 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 programing 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.