Senior Specialist Electronic Banking

Position Function:

Under the general direction of the Electronic Banking Department Manager, this position will be responsible for customer inquiries and assistance specializing in Electronic Banking products and services. Specialist II and III also responsible for opening accounts requested online and card disputes.  Provide on-the-job training support to other team members.

Performs all duties and interacts with internal and external customers in a manner that is expressly aligned with the Company's Core Values of approaching all actions with a “Voyaging Spirit” and being “Positively Ohana”. Exhibits core competencies that result in consistent delivery of positive Customer Interactions, Empowerment and Ownership and demonstrates key professional and performance skills such as Active Listening, effective Oral and Written Communication, Action and Solution Oriented and Thoroughness.

Primary Accountabilities:

Knowledge of all EBD products, services, policies and procedures in order to provide optimal service to customers to meet or exceed established goals:

• Provide higher-level technical assistance on electronic banking products and services by researching, identifying and resolving electronic banking problems and follow through with appropriate action by telephone, e-mail or written correspondence.

Process various applications and requests within established guidelines and cut-off times:

• Review and process card disputes in accordance with Reg E and bank policies.
• Review and process mobile deposits and online account applications
• Set up and maintain ATM/Debit card, Online Banking records.
• Complete requests to maintain Bill Payment and eStatement records and set up travel notices and card limits
• Verify and/or balance various daily/monthly reports and follow-up with appropriate action.

Assist product managers:

• Report and track issues and outages to Systems Support, applicable vendors and product managers.
• Assist with researching and testing solutions by working with all these areas until resolved
• Assist with gathering data for product managers’ monthly reports.                

Support:

• Assist with managing the day-to-day operations and support of other specialists.  
• Assist with installations, training and testing of all subscribed electronic banking services and related software.                

Overall:

• Ensure that processes, procedures and controls are adhered to at all times.
• Proactively identify and report any potential risk or control issues with current policies and procedures.  
• Proactively recommend changes that will improve efficiency within established risk guidelines.
• Prepare monthly/quarterly reports and identify and analyze trends in the information being tracked and proactively make recommendations to improve efficiency, effectiveness, etc.

Minimum Qualifications:

Education:

• High School or GED equivalent required.

Experience:

• 4 years of experience in customer service/call center or electronic/online banking (A bachelor’s degree can substitute for 2 years of work experience.)

Physical Requirements & Working Conditions:

• Must be able to perform light physical work and to move or lift items including but not limited to boxes, files and papers up to 20 pounds unless otherwise as indicated.
• Must be able to operate and proficiently use standard office equipment, including phone, copier, personal computer and/or other work related mechanical or electronic devices and applications.
• Must be able to clearly communicate verbally and in writing with all internal and external customers. Must also be able to hear sufficiently to engage in daily discussions and interactions.
• Must be able to read and understand bank-related documents.
• Must be able to work in a conventional office setting, involving sitting at a desk or workstation for long periods of time.  Must also be able to adapt to different work environments as needed to perform the job.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.