Digital Banking Specialist I

Herring Bank; Amarillo (TX); Hybrid; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Vision insurance

401(k)

401(k) matching

Dental insurance

Job summary

Herring Bank is seeking a Digital Banking Specialist I to serve as the primary contact for customers using digital and self-service channels. You will support online/mobile banking, remote deposits, debit card services, and ITM/VTM transactions with a focus on accuracy and fraud awareness.

You will verify identities, assist with enrollment and logins, document interactions, and escalate issues when needed, contributing to a secure and seamless customer experience.

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 and the ability to navigate multiple systems.

Responsibilities

• Provide customer and digital banking support via inbound calls and professional assistance.
• Verify customer identity before discussing or making changes to account information.
• Assist customers with online and mobile banking, login issues, resets, enrollment, and mobile deposits.
• Document customer interactions and escalate issues when appropriate.
• Review mobile deposits and assess fraud indicators; escalate as needed.
• Process debit card requests and support activation and PIN setup.
• Support ITM/VTM operations and verify customer identity for transactions.
• Maintain accurate account information and follow dual-control procedures.

Skills

Customer service

Digital banking

Communication

Problem-solving

Multitasking

Education

High school diploma or equivalent

Tools

Banking systems

Job description

Benefits

• Health insurance


• Paid time off


• Vision insurance


• 401(k)


• 401(k) matching


• Dental insurance

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.