Online Deposit Account Support Specialist

Gulf Coast Bank & Trust•Metairie, LA

1d•Onsite

About The Position

Process Consumer and Business deposit accounts and account applications opened and/or applied for via Prelim Account Opening system and servicing customer’s account relationship with regard to cross selling products and services, issue resolution, and fraud situations. Ensure all applications are worked to completion efficiently and effectively. Open and Service Employee and Director Deposit Accounts.

Requirements

2 year Associates Degree or Specialized Bank CE Equivalent
2 years experience in Digital (Electronic) Banking products
2 years Customer Service
Proficient on computer and mobile phone (Internet, smartphone apps, Bank applications)
Excellent customer service skills
Excellent communication skills
Proactiveness
Attention to detail
Professionalism
Punctual
Organized
Adhere to deadlines
Ability to travel if required to perform the essential job functions.
Ability to work under stress and meet deadlines.
Ability to read and interpret a document if required to perform the essential job functions
Prolonged periods of sitting at a desk and working on a computer may be required.
Ability to lift/move/carry approximately 15 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division any “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Responsibilities

Ensure applications are being worked efficiently and effectively
Monitor accounts automatically uploaded to the core throughout the day to ensure all necessary paperwork has been received and there are no red flags for fraud
Follow defined processes on accounts automatically uploaded to the core to ensure customer knows/follows next steps to complete the process for the customer to begin using the account as quickly as possible; and/or determining the account should be closed
Maintain Names, Addresses, Portfolio, and Account Codes
Process Declined applications
Process applications with additional status to determine next steps and Queue the application accordingly
Proactively manage applications in each Queue in order to keep the application flowing to completion, either by obtaining all necessary information and documentation to open the account or determine that the application should be denied
Professionally engage customer and/or branch personnel in order to assist in keeping the application process flowing to completion
Handle funding processes
Take immediate action when fraud is suspected during account opening
Proactively manage relationship of customers opening accounts via Online system, including resolving issues, cross selling additional products and services, handling overdrafts, handling fraudulent and/or suspect fraud situations
Work closely with Branch when customer also maintains a relationship with one of the Branches/Officers to ensure needs of customer are being met
Work closely with Digital Banking to ensure that action is taken when suspect fraud situations occur and adding questionable users to the Watch List
Follow closing processes when necessary
Back Up Digital Banking Support Specialists
Assist with upgrades and implementations new Digital systems, services, and processes as requested by Management.