Digital Banking Specialist I

Herring Bank; Amarillo (TX); Hybrid; USD 42,000 - 56,000; Full time

Job summary

Herring Bank is seeking a Digital Banking Specialist I to serve as a primary contact for customers using digital channels, supporting online and mobile banking, remote deposits, debit card services, and ITM/VTM transactions. You will maintain accurate account information and stay alert to potential fraud while delivering exceptional customer service.

The role includes handling inbound calls, verifying identities, resolving login issues, and guiding customers through digital tools, with a

Qualifications

• High school diploma or equivalent required.
• 1+ year of banking, financial services, or digital customer support experience preferred.
• Ability to provide excellent customer service across digital channels.
• Strong computer skills and ability to navigate multiple systems.
• Strong communication, organization, time-management, and problem-solving skills.

Responsibilities

• Manage inbound customer calls and provide timely, professional assistance.
• Verify customer identity before discussing or changing account information.
• Assist customers with online and mobile banking, including login issues and mobile deposits.
• Document customer interactions and elevate issues when appropriate.
• Review and process mobile deposits and monitor for potential fraud.
• Process debit card requests and assist with card activation and security settings.
• Support ITM/VTM transactions and verify customer identities.

Skills

Customer service

Digital banking

Computer skills

Communication

Organization

Problem-solving

Independence

Education

High school diploma or equivalent

Job description

Digital Banking Specialist I

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 elevate 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 elevate 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 elevate 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 elevate 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.