Digital Banking Support Specialist I

Summary:

First Bank of the Lake (FBOL) relies on knowledgeable professionals to interact with our valued consumer and business online customers who have questions or concerns. We’re looking for a highly skilled Digital Banking Support Specialist to assist with managing inbound and outbound calls. The ideal candidate will be a quick learner who can actively listen to customer questions and adapt when issues arise during a call. This role will handle a variety of important supportive tasks, onboarding new online customers, providing answers, insights, instructions, and assistance for online accounts. As the voice of FBOL, the Digital Banking Support Specialist must possess excellent communication and interpersonal skills, patience, and enthusiastically assist digital customers by exceeding their expectations.

Job Functions:

•  Handle a large volume of inbound and outbound calls in a timely manner.
• Identify customer needs, research issues, resolve complaints, and provide solutions.
• Navigate our support portal to help answer customer questions and resolve issues satisfactorily.
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team.
• Recommend improvements for our digital product offering and processes to boost FBOL efficiency.
• Manage and respond to fraud detection anomalies by escalating red flags appropriately.
• Patiently lead customers through technological hurdles within digital banking.
• Perform administrative tasks as needed including digital reporting anomaly fraud protection case management.
• Follow FBOL’s policies and procedures in regard to fraud prevention, new customer onboarding, issue resolution, and customer service expectations.
• Proactively access resources about FBOL products and services, including business Treasury Management services, refer to them during calls, and send appropriate information to customers as needed.
• Build positive relationships by going above and beyond with customer service, ensuring that all product questions, technological concerns, and service requests are handled appropriately.
• Identify opportunities for driving sales and revenue of FBOL’s existing product suite and seize opportunities to recommend useful products when appropriate.
• Remain cognizant of fraud reg flags and escalate any fraud suspicions to a Supervisor when appropriate.
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality.
• Assist with reporting digital banking transactions and behaviors. Assist with tracking activity as needed for marketing and analysis purposes.
• Ability to create and maintain records of issues identified and remedial actions taken into a shared database.
• Leverage data and insights gathered by the team to recommend and influence digital process improvements.
• Must complete all required training, including Bank Secrecy Act/Anti-money Laundering training, suitable to their position within the bank.

Education/Experience:

• High school diploma or equivalent GED.
• Experience working in customer support role(s).
• Some banking experience is preferred.

Skills and Competencies:

• Reasonable comfort with technology, including multi-factor authentication and mobile apps.
• Strong active-listening  and verbal communication skills.
• Proficiency in problem solving.
• Ability to multi-task and manage time effectively.
• Expertise in conflict resolution.
• Experience with MS Office Suite preferred, especially MS Word and MS Excel.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times.

Work Arrangement:

• This position is remote. 
•  Occasional travel may be required for in-person training or meetings. 

EEO Statement:

We are an equal-opportunity employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected category. All offers of employment shall be subject to the successful completion of all pre-employment screenings, verifications, and processes. Failure to comply with these processes or failure to successfully pass all phases of the pre-employment screening will result in a withdrawal of the employment offer.

Other Duties:

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job. Duties, obligations, and activities may change at any time, with or without notice.

Compensation is based on geographic location and individual pay decisions will vary based on demonstrated job related skills, knowledge, experience, education, certifications, etc.

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Dental insurance
• Life insurance
• Paid time off
• Vision insurance
• Short- and Long-term disability
• Company-paid holidays

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