Online Banking Operations Specialist

Summary

Join Banner Bank as an Online Banking Operations Specialist and provide day-to-day client and operational support for the Online Banking Department. Represent Banner Bank professionally, offering prompt and accurate service to clients. Answer customer inquiries, perform account maintenance, and resolve problems and errors. Provide Tier 2 support via phone, email, and chat, identifying emerging trends and performing data entry and file maintenance. Review exception reports, recommend corrective actions, and prepare reports to monitor activities and identify issues. Identify areas for improvement and recommend enhancements, while complying with all policies, procedures, and regulations. This role offers the opportunity to contribute to a strong and stable financial institution with a commitment to community involvement.

Requirements

• H.S. Diploma: required (an equivalent combination of education and experience may be considered)
• Knowledge of retail product philosophy, policy, procedures, documentation, and systems
• Knowledge of online banking products and services
• Proven client service, interpersonal, and relationship building skills
• Possess effective verbal and written communication skills; proper phone and email etiquette required
• Possess effective selling, cross selling and referral skills
• Possess strong mathematical, problem solving, and negotiation skills
• Ability to analyze client related financial information

Responsibilities

• Responsible for representing Banner Bank and providing support to clients in a professional manner and provide prompt, efficient and accurate service
• Responsible for answering incoming customer and branch inquiries. Perform account maintenance requests, and researching/resolving problems and errors in a timely manner; resolving Electronic Funds Transfer (EFT) disputes
• Responsible for providing Tier 2 telephone, email, and chat support to internal and external clients. Identify emerging trends (e.g., fraud, access issues,etc.). Perform data entry and file maintenance to deposit accounts, online/mobile banking profiles, and Person-to-Person (P2P) accounts (e.g.,Zelle), bill pay, and other online banking applications
• Responsible for reviewing issues included in exception reporting and recommend/administer correction action of issues. Prepare and/or review various reports to effectively monitor activities, identify issues and trends, take action, and recommend changes
• Identify areas that need improvements and make recommendations for enhancement
• Responsible for complying with policies, procedures, security requirements, and government regulations
• Perform any other duties or responsibilities as may be assigned by your manager

Preferred Qualifications

0 to 2 years of online/retail banking, call center or related experience preferred

Benefits

• Comprehensive employee benefits, including: medical, dental, vision, LTD, STD and life
• Paid vacation time, sick time and 11 company paid holidays
• 401k (with up to 4% match)
• Tuition reimbursement