Digital Support Representative I

Summary: This position provides exceptional service and support to Digital Branch customers and prospects.

Salary Range: The salary range budgeted for this position is $40,600/yr. to $54,300/yr. and represents the Company's good faith minimum and maximum range for this role at the time of posting. The compensation offered to a candidate may vary depending on several factors, including a candidate's qualifications, skills, competencies, experience, and location. 

The Company also offers various benefits, including medical, dental, vision, and a 401(K) match. Other rewards may include annual performance-based bonuses and wellness days. 

Applicants must have current work authorization when accepting a First Foundation Inc. position. Currently, we cannot sponsor or take over the sponsorship of an Employment Visa.

Duties and Responsibilities:

• The employee is responsible for adhering to all compliance programs and completing all required and assigned training by the established due dates.
• Employee is responsible for understanding their duties and responsibilities as it relates to the Bank Secrecy Act, (“BSA”), Anti-Money Laundering Act (“AML”), and Office of Foreign Assets Control Regulations (“OFAC”). This includes understanding any responsibilities outlined under the Bank’s BSA/ OFAC Program, participating in any required training, and promptly complying with all reporting requirements.
• Understands and complies with the requirements of all laws and regulations applicable to the position.
• Prepare and compile new account applications and required information to open new accounts for the Digital Branch 
• Knowledge of KYC policies, procedures, risk assessment, and other required documentation.
• Identifies potential risks related to fraudulent activities and uses provided tools and resources to mitigate losses to the Bank.
• Answer customer inquiries including analyzing and resolving customer problems with minimal supervision.
• Respond to clients’ inquiries and requests regarding online accounts.
• Process client transactions i.e., deposits, transfers, wires, cashier’s check requests, etc.
• Provide superior service and support to prospects and clients.
• Provide timely, accurate, and professional customer service and problem resolution.
• Provide assistance with documentation review and account implementation.
• Maintain a current working knowledge of bank products and services.
• May be asked to coach, mentor, or train others and teach coursework as a subject matter expert.
• Actively learns, takes personal initiative, and is a positive example for others to emulate.

Perform other duties as assigned.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education and/or Experience:

• High School diploma or equivalent required; Associate/ Bachelor’s degree preferred
• Minimum of 3 to 5 years of client service and new accounts experience

Skills:

• Demonstrate strong organizational, problem-solving, analytical, interpersonal, and customer service skills.
• General Mathematics and Accounting
• Must be experienced in the effective use of one or more core banking deposits and new account software.
• Proficient in the use of word processing, spreadsheet, presentation, and industry-specific software
• Demonstrate excellent written and verbal communication skills. 

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the employee is regularly required to sit for long periods; use hands to operate controls on the computer; reach with hands and arms for phone and computer work; to communicate on the phone while wearing a headset for extended periods. The employee must occasionally lift and/or move up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. This job description is subject to change at any time. 

First Foundation is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with a disability, sexual orientation, gender identity, or any other characteristic protected by law.