Online Banking Specialist I

Job Description - Online Banking Specialist I (069694)Your Future Starts HereDescriptionTake the next step toward your new career todayBecome a part of the diverse and inclusive team within our nationally recognized award-winning Bank that is one of the strongest in the nation. Woodforest National Bank is privately owned, and our Employee Stock Ownership Plan is the largest shareholder. We focus on building relationships and discovering opportunities to better serve our communities and understand the financial needs of every customer we serve. At Woodforest we care and prove it by volunteering with local charities and foodbanks to give back to the communities we serve. By joining Woodforest you will become a part of one of the largest employee-owned banks in the countryThe Online Banking Specialist I is responsible for providing administrative and customer support for the Bank’s online and mobile banking products and services. This role primarily handles routine requests, inquiries, and troubleshooting, ensuring customers and branches receive accurate and timely assistance in accordance with established procedures.Key Responsibilities:Responds to incoming branch and customer inquiries by phone and email.Troubleshoots and provides guidance to resolve routine online banking, mobile banking, and bill pay issues.Processes consumer and business online banking requests from the retail and commercial divisions.Fulfills online requests to open new accounts.Compiles and maintains required reports and logs.Balances daily Bill Pay and P2P (peer-to-peer) transactional reports; escalates identified outages to senior team members.Processes Bill Pay credit returns and notifies customers electronically.Reviews internal reports and disables online banking access for deceased customers and non-authorized individuals.Completes peer review of daily work to ensure accuracy.Demonstrates basic proficiency in bank systems and applications.Applies standard procedures and follows established guidelines.Learns and adapts to new technologies with guidance.Escalates complex problems to senior team members.Work with senior team members to maintain and update departmental procedures to ensure compliance with regulations and bank policies. Performs other job-related duties or special projects as assigned.Competencies Required:Proficiency with Microsoft Office applications and ability to navigate banking software.Working knowledge of the Bank’s account offerings, digital banking services (online and mobile), and applicable internal policies and procedures.Strong attention to detail with a high concern for data accuracy.Technical aptitude to troubleshoot routine online banking issues.Understanding of banking regulations, confidentiality requirements, and security protocols.Excellent organizational skills with the ability to multitask, maintain accuracy, and meet deadlines in a fast-paced environment.Customer service orientation with effective problem-solving, verbal, and written communication skills.Ability to follow directions and apply established procedures.Self-starter who works independently while contributing to a team environment.QualificationsMinimum Qualifications/Experience:1–3 years of banking, financial services operations, or customer service experience with exposure to online banking products and services.Formal Education & Certification:· High school diploma or equivalent required.Work Status:· Full-Time.Supervisory Responsibility:· None.Travel:· None.Working Conditions:Work is typically performed in an office setting.May involve sitting for extended periods, with occasional walking, standing, and light lifting (up to 10 pounds).