Digital Banking Specialist I
Location: On-Site / Hybrid / Remote
Employment Type: Full-Time
Schedule: Monday–Friday, with some Saturdays and Sundays; flexible schedule typically between 8:00 a.m. and 8:00 p.m.
Reports To: Digital Banking Services Manager
FLSA Status: Exempt
Position Summary
Herring Bank is seeking a Digital Banking Specialist I to serve as a primary point of contact for customers using our digital and self-service banking channels. This position supports online and mobile banking, remote deposits, debit card services, and ITM/VTM transactions while providing exceptional customer service, maintaining accurate account information, and remaining alert to potential fraud.
Key Responsibilities
Customer & Digital Banking Support
- Manage inbound customer calls and provide timely, professional assistance.
- Verify customer identity before discussing or making changes to account information.
- Assist customers with online and mobile banking, including login issues, password/PIN resets, enrollment, device registration, statements, alerts, and mobile deposits.
- Document customer interactions and escalate issues when appropriate.
Mobile Deposit & Fraud Awareness
- Review and process mobile deposits, including check images, endorsements, and transaction information.
- Evaluate mobile deposit limit increase requests based on account history and activity.
- Identify and escalate potential fraud, including duplicate or altered checks and other suspicious activity.
Debit Card Support
- Process new, replacement, and instant-issue debit cards.
- Assist with card activation, PIN setup, card blocks/unblocks, and transaction limit requests.
- Initiate debit card disputes and conduct initial fraud intake in accordance with Regulation E procedures.
ITM/VTM Operations
- Support virtual and interactive teller transactions, including check cashing, deposits, transfers, loan payments, and cash dispensing.
- Verify customer identity and signatures and identify potential fraud indicators.
- Escalate technical issues and suspicious activity when necessary.
Account Maintenance
- Process authorized account updates, including name, address, contact information, beneficiaries/PODs, authorized signers, statement preferences, stop payments, and account closures.
- Maintain accurate documentation and follow appropriate dual-control procedures.
- Identify and escalate suspicious account activity to BSA/Fraud.
Qualifications
- High school diploma or equivalent required.
- 1+ year of experience in banking, financial services, or digital customer support preferred.
- Ability to provide excellent customer service across digital channels.
- Strong computer skills with the ability to navigate multiple systems.
- Strong communication, organization, time-management, and problem-solving skills.
- Ability to work independently while knowing when to escalate an issue.
- Must successfully complete a Customer Service Test, background check, and credit check.
Preferred Skills
- Experience with digital banking, online/mobile banking, or card management systems.
- Understanding of Regulation E, Regulation CC, and BSA/AML requirements.
- Strong attention to detail and ability to multitask in a fast-paced environment.
- Ability to recognize potential fraud and respond appropriately.
- Professional telephone, written, and video communication skills.
Why Join Herring Bank?
This position is a great opportunity for someone who enjoys combining customer service, technology, banking operations, and problem-solving. You'll play an important role in helping customers navigate Herring Bank's digital services while protecting their accounts and delivering an exceptional banking experience.
Herring Bank is a Member FDIC and Equal Opportunity Employer.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
