Electronic Banking Specialist

Job Title: Electronic Banking Specialist

Status: Non-Exempt

Reports To: Electronic Banking Team Lead and Electronic Banking Officer

Supervisory Responsibilities: N/A

Job Summary: The Electronic Banking Specialist provides day-to-day support for both business and consumer digital banking services. This role is responsible for assisting customers with online banking, mobile banking, Bill Pay, Zelle, Merchant Capture, and online account opening processes. The position also plays a key role in onboarding business customers, maintaining electronic banking profiles, troubleshooting issues, and ensuring a high level of service and operational accuracy.

Essential Functions:

Job Specific:

• Serve as the first point of contact for customer inquiries via phone or chat regarding password resets, login assistance, enrollment in online banking or Bill Pay services, internal and external transfers, eStatements, mobile deposits, mobile app use, and new online account openings.
• Research and resolve customer issues related to internet and mobile banking, including diagnosing browser compatibility and connectivity concerns.
• Monitor and remove inactive user profiles across internet banking, Mobiliti and Bill Pay platforms to maintain system integrity.
• Review and approve mobile deposit submissions, ensuring endorsement accuracy and resolving recognition errors.
• Assist in onboarding business customers to online banking, including user training on merchant capture and troubleshooting related issues.
• Manage user access for business customers by updating account access, ACH limits, and user roles as needed.
• Support the annual review process of business ACH access by auditing users, limits, and system settings, and communicating required updates to originators.
• Provide assistance to business customers with ACH transaction research and resolution.
• Process ACH exception and return items for business online customers in a timely and accurate manner.
• Assist with audits and regulatory examinations by providing necessary documentation and support.
• Support the daily monitoring and processing of online account opening activity, ensuring compliance and consistency.
• Perform additional duties as assigned to support the Electronic Banking team and department operations.

Bank Specific:

• Exhibit professionalism in appearance and attitude, maintaining confidentiality and ethical behavior at all times.
• Provide timely assistance and support to both co-workers and customers, ensuring exceptional service and accurate information.
• Demonstrate a commitment to The First State Way by upholding First State’s customer service standards in all interactions, fostering positive relationships with both external customers and internal team members.
• Adhere to regular attendance, punctuality, and break schedules.
• Take responsibility for personal actions and be accountable for performance.
• Promote and cross-sell company services while participating in training opportunities as required.
• Complete annual bank-wide training as required, ensuring all necessary knowledge and skills are up to date.
• Remain vigilant and knowledgeable about crisis procedures, including emergency protocols such as robbery.
• Comply with all bank policies, procedures, and regulations, and report any concerns to Human Resources or upper-level management immediately.

Knowledge, Skills, and Abilities (KSAs):

• Proficient in Microsoft Office and general office machinery.
• Attentive to detail with a high degree of accuracy.
• Self-motivated and capable of working independently.
• Effective at interacting with customers, management, and other employees.
• Strong critical thinking, problem-solving, and analytical skills.
• Excellent customer service orientation and communication skills, both verbal and written.
• Flexible and able to work under pressure, prioritize tasks, and meet deadlines.
• Well-organized with a courteous and diplomatic approach.
• Demonstrates sound judgment and strong organizational skills.
• Able to hear and communicate effectively with customers, co-workers, and external contacts.
• Proficient in reading and writing.

Qualifications:

• 2 years as a First State Bank Nebraska CSR or other relevant customer service experience required; additional experience is a plus.
• Valid motor vehicle driver’s license required.

Physical Demands:

• Engage in routine physical activities such as walking, standing, sitting, stooping, bending, pushing, and pulling.
• Ability to read reports and use a computer effectively.
• Lift and carry items up to 30 pounds daily, including file boxes and office supplies.

Work Environment:

• Primarily indoors in an environmentally controlled setting.
• Occasional travel by car to visit other company locations may be required.
• Flexibility for occasional evening and weekend work to achieve established goals.

Note: The statements herein are intended to describe the general nature and level of work being performed by the employee assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of the employee.