Digital Banking Support Specialist

3 weeks ago

Raleigh, United States Dogwood State Bank Full time
About Us

Join Dogwood, a North Carolina state-chartered community bank named as a Best Employer in North Carolina for multiple consecutive years Dogwood has had immense success in recent years with a passion for serving our customers and communities. As a vital asset to Dogwood, our team members play a crucial role in delivering exceptional financial services through our branches and online offerings across the Carolinas. With deep roots in the communities we serve, we pride ourselves on being an employer of destination. At Dogwood, our core values of love and respect shine through in every aspect of our work. We are a dedicated team, committed to making a meaningful impact on the lives of our customers and communities.

Position Summary

This position provides customer service and technical support via telephone calls, emails, and secure messages to consumers and business customers, while ensuring regulatory compliance policies and procedures are upheld. Provides technical troubleshooting to external customers for online services. Resolves bill payment disputes, works with customers, vendors, payees, and billers to clearly identify transactions, handles investigation, and documents per the requirements of Regulation E. Maintains and protects the bank and its customers by adhering to compliance and security guidelines for online banking access while mitigating risk and fraud.

Key Responsibilities
  • Serves as a Bank expert for all electronic banking transactions platforms.
  • Provides business and consumer online banking customer service and support.
  • Creates new business customer online banking user profiles, ACH companies, wire companies.
  • Provides customer support via the digital banking secure messaging platforms by being the source of the conduit for all inquiries received through this channel.
  • Assists branch network partners and clients by troubleshooting and provides training on digital banking products.
  • Assists with client administration of all digital banking services, including online banking, bill pay, Intuit support, remote deposit capture, Zelle, ACH, wires, positive pay, etc.
  • Participates in the documentation of standard operating procedures.
  • Provides technical support by assisting customers to perform internet browser settings adjustments and file deletions to gain access for online services.
  • Supports customers in how to download and import files into financial reporting software.
  • Supports mobile banking technical support issues for customers using smartphones and other mobile devices as well as downloadable applications.
  • Utilizes reports and systems to determine fraud, login usage, and provides business administrator password resets.
  • Adheres to security policies to avoid customer losses and risk to the corporation while maintaining excellent customer service.
  • Detailed understanding of the core systems to support customers with demand deposits, loans, and time deposit questions on accounts via online banking. Must also have a thorough understanding of customer file relationship codes and titles to determine when accounts should be accessible via online banking and when accounts should be restricted for bank and consumer protection.
  • Bills payment support for both consumer and business customers. Works directly with customers, billers, and payees to resolve bill payment disputes, including fee waivers and credit reporting errors.
  • Uses automated clearing house knowledge for bill payment setups and electronic bill pay processing.
  • Identifies disputes and potential fraud reported by customers and/or bill payment vendor and escalates to management and/or Fraud Risk Management as required.
  • Opens cases with core vendors to research issues with applications, platform inquiries, or customer errors.
Additional Responsibilities
  • Performs the functions of other positions in the department when the need arises.
  • Demonstrates respect for co-workers, contributes to a positive work environment.
  • Works collaboratively with the team.
  • Adheres to established bank policies and procedures.
  • Demonstrates understanding of, and compliance with, governing regulations and laws.
  • Maintains a neat and professional personal appearance and work area.
  • Performs other duties as required.
Requirements

General Qualifications
  • High School graduate or GED required. An Associate or Bachelor's Degree in a related
  • field is preferred.
  • 5+ years of banking experience with concentration in Deposit Operations.
  • Proven effectiveness in a fast-paced, demanding, client-driven environment.
  • An ideal candidate will possess both strategic thinking expertise as well as an ability to plan.
  • and execute tactical actions to implement strategic objectives.
  • Ability to work across all ranks of our organization to drive consensus, with a primary focus on doing the right thing for the customer.
  • Excellent communication and writing skills; ability to communicate effectively with all levels of management within the organization.
  • Strong analytical and reporting skills, including ability to pull together views for leadership reviews.

Physical & Mental Demands

Vision, hearing, speech, movements requiring the use of wrists, hands, and/or fingers. Must be able to sit, stand, stoop, bend and lift up to 50 pounds. Must have the ability to work the days and hours required to fulfill the essential functions of the position. Quick thinking, adaptability, and exercise discretion when necessary.

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