First State Bank Digital Banking Representative

We are seeking a full-time, detail-oriented Digital Banking Specialist to join our Digital Banking Department at First State Bank. This position requires an individual with strong technical aptitude, exceptional customer service skills, and the ability to manage multiple digital banking platforms and services simultaneously. You will play a critical role in supporting our customers' digital banking needs, including wire transfers, bill pay, mobile deposits, Zelle, online banking, and ACH transactions. As a Digital Banking Specialist, you will ensure accurate processing of transactions, resolve customer disputes, maintain system balances, and provide technical support across our family of banks within First Breckinridge Bancshares.

Qualifications:

• High school diploma or equivalent, required. Associate's degree or higher in Business, Finance, Information Technology, or related field preferred.
• Minimum of 1-2 years of experience in banking operations, digital banking, customer service, or related field.
• Strong technical aptitude with exceptional attention to detail, organizational skills, and ability to prioritize multiple tasks and deadlines under pressure.
• Outstanding problem-solving and analytical skills with ability to investigate discrepancies, review reports, identify trends, and detect unusual or suspicious activity.
• Excellent customer service and communication skills with professional phone, email, and chat abilities.
• Knowledge of banking regulations, including BSA/AML, Reg E, OFAC, and ACH rules, or willingness to learn.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and ability to work with database and reporting systems.
• Ability to maintain confidentiality, handle sensitive customer information with discretion, and represent the bank professionally.
• Team-oriented mindset with flexibility, adaptability to changing priorities, and willingness to provide cross-departmental support.

Essential Job Responsibilities include, but are not limited to:

• Process and manage wire transfer operations throughout the day, including incoming and outgoing wires, reconciliation reports, identifying outages, and ensuring compliance with cutoff times.
• Oversee mobile deposit operations by reviewing and approving mobile deposit requests and transactions multiple times daily through the mobile deposit system, and conducting monthly reviews of rejected requests.
• Administer Bill Pay services including reviewing enrollments, processing account changes and fee filings, conducting OFAC reviews, and resolving customer disputes in accordance with bank policies.
• Manage Zelle services and fraud monitoring by reviewing enrollments, monitoring outgoing transactions in Yellow Hammer, reconciling incoming transactions, downloading and reviewing reports.
• Perform daily balancing and reconciliation of settlement accounts.
• Process and resolve customer disputes related to ACH transactions, Bill Pay, and Zelle in accordance with bank policies, Regulation E, and other regulatory requirements.
• Maintain and monitor online banking access and activity by managing customer access changes, reviewing view-only logs to remove access where appropriate.
• Provide comprehensive customer support through multiple channels including chat, phone, email, workflow, and fax, serving as a primary responder for digital banking inquiries and technical assistance.
• Collaborate closely with team members to ensure seamless operations and providing a high level of service to customers.