Online Banking Specialist

Third Federal•Cleveland, OH

About The Position

Third Federal is a leading lender of conventional home mortgages lending in 27 states, plus the District of Columbia, with retail branch offices in Ohio and Florida. Their mission is to help people achieve the dream of home ownership and financial security while creating value for their customers, communities, associates, and stockholders. The company's value system of love (concern for others), trust, respect, a commitment to excellence, and fun is central to its mission and company culture. Third Federal emphasizes strength and stability, noting no layoffs in its nearly 90-year history and a low annual turnover rate. They are a certified ‘Great Place to Work’ and focus on associates' professional development, health, and wellness. The company is seeking an experienced banking professional for its Online Banking team who values respect, responsiveness, and follow-through. As an Online Banking Specialist, the individual will be part of a collaborative team, partnering daily with branches and Customer Care Representatives to ensure a smooth and secure digital banking experience. The role involves taking ownership of online banking and online deposit account opening requests from end to end, including asking questions, detailed investigation across multiple systems, and collaborating with teammates. The ideal candidate enjoys a culture that is approachable, welcomes feedback, and shares a goal of continuous improvement.

Requirements

Experience servicing deposit and loan products (or a strong foundation in retail banking operations).
Proven ability to work independently while contributing positively to a team
Strong written and verbal communication skills, with attention to proper spelling and grammar.
Customer-first mindset with a commitment to delivering timely, accurate support.
Strong attention to detail with effective research, troubleshooting, and analytical skills.
Working knowledge of banking products and services; ability to learn and stay current as offerings evolve across regions.
Comfortable navigating multiple systems and eager to learn additional in-house applications.
Proficiency in Microsoft Word and Excel with the ability to learn vendor administration tools.
Ability to multitask, prioritize effectively, and maintain accuracy and productivity under deadlines.

Responsibilities

Review and process online deposit account applications accurately and efficiently.
Review and complete online banking enrollment requests while ensuring a positive customer experience.
Monitor funds transfer registrations and online transactions; troubleshoot and resolve customer issues, suspensions, or potential fraud (includes customer contact as needed).
Update, review, and track online activity reports to identify trends, exceptions, and follow-ups.
Perform testing for system releases and projects (internal and vendor), document results, and help validate fixes for production issues.