Digital Banking Specialist

OVERVIEW:

Responsible to perform a variety of duties to support the electronic banking channels and related customer service inquiries, fraud detection, system maintenance and outages, administrative and clerical functions in conformance with regulations and bank policies and procedures for individual banks under the HFG holding company.

Electronic banking channels include but are not limited to card programs, consumer and business online banking, cash management services, VRU, Estatements, mobile banking, consumer and business remote deposit capture, electronic payment systems, and online new account opening.     

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to internal and external customers.

Customer Relations

• Maintain a comprehensive understanding of Hometown Financial Group Vision, Mission Statement, and Core Values; participate in all established initiatives to meet or exceed customer service and performance expectations. 
• Ensure excellence in customer service and maintain service standards. 
• Build and maintain strong internal/external relationships through ownership of problem solving and accountability for follow through. 
• Exercise discretionary decision-making, interpret guidelines, regulations and bank policies to provide guidance to customers, peers, branch and department management and/or make decisions in the best interest of the bank and the customer.  
• Follow identification procedures to protect customer information. Access customer information on a strictly need to know basis.  Be discreet and handle confidential information with the greatest of sensitivity. This includes all verbal and written communications.  
• Ensure oral and written communication is professional, accurate, clear and concise to avoid confusion and/or dissatisfaction. 
• Ensure management and applicable impacted departments are immediately notified of any customer dissatisfaction, system disruption, processing problems or trends impacting customer service. 

Team Relations

• Maintain an excellent rapport with co-workers by being approachable, respectful and proactively providing assistance.  
• Practice positive energy to support a fun and productive team environment.
• Take initiative and ownership of the department’s outcome for success, engage in department or bank initiatives, be forth coming by asking questions or addressing issues and be willing to “pitch in”.   

Operations

• Acquire, maintain and apply a high degree of knowledge of 10 Bank systems and 10 customer facing systems, products and services, regulations, policies and procedures and workflows.
• Perform a wide variety of non-critical to critical duties to maintain new and existing customer’s electronic services.
• Perform a wide variety of duties related to controlling, monitoring, detecting and preventing fraud through the various electronic banking channels as well as managing EFT disputes.
• Perform reconciliations of ATM transaction settlement and provide support for the ATM fleet. 
• Perform operational functions relating to electronic payments systems programs including but not limited to Zelle.
• Process and assist with the investigation of fraud claims and/or unauthorized payments. 
• Prioritize and perform assigned duties accurately and thoroughly with only minimal errors and within the prescribed time frame. Offer assistance to co-workers and keep management informed of processing delays.
• Monitor electronic banking channels for system issues and /or outages. Take ownership and initiative to contact the vendor to resolve any system issues and outages. Monitor situation for follow up and resolution. Keep management and applicable departments informed of situation. 
• Track system issues and outages, fraud losses, volumes, productivity to capture trends and/or customer dissatisfaction of service for analysis and management reporting.  
• Participate in system upgrades, conversions and the development of new or enhanced services, procedures and processes.
• Contribute ideas and recommendations designed to improve customer satisfaction and operational efficiencies
• Ensure compliance with Federal and State laws and regulations; including but not limited to the Bank Secrecy Act, GLBA, Information Security Acceptable Use Policy, Regulation E and Regulation CC as well as bank policies and procedures. 
• Perform related or unrelated duties as may be required. May need to act as a back-up to other Operations areas.
• Protect the confidentiality of non-public customer information (NPCI) and the security of our information technology resources. Adhere to the Bank’s Acceptable Use Policy, participate in security awareness training and successfully pass social engineering testing which are designed to provide the education necessary to enable employees to keep the bank secure. Employee awareness and vigilance are required in following these cyber security best practices and are the most effective weapon we have against cyber threats and fraud.