Digital Banking Specialist

This role operates in a fast-paced, time-sensitive environment and requires strong problem-solving abilities, accuracy and attention to detail. The ideal candidate thrives in a positive, team-oriented setting and takes pride in delivering high-quality work.

Requirements

• Provide daily support for online banking products to both internal teams and external customers, ensuring timely and accurate assistance.
• Respond to inbound customer inquiries related to digital banking access, functionality, troubleshooting, and general navigation, maintaining a high level of service and professionalism.
• Monitor digital banking transactions daily to identify potential fraud and review inactive or unused digital banking features and services.
• Document customer interactions accurately in the appropriate systems and maintain detailed records of actions taken.
• Meet or exceed call center performance expectations, including service levels, call quality, accuracy, and customer satisfaction.
• Maintain, update, and review digital banking procedures and policies to ensure accuracy, compliance, and operational efficiency.
• Provide feedback on recurring customer issues, system gaps, or opportunities to enhance digital banking products and user experience.