E-Banking Specialist

Fmb1919; United States; On-site; USD 42,000 - 63,000; Full time

Job summary

Fmb1919 is seeking an E-Banking Specialist to provide exceptional customer service and operational support for online and mobile banking. The role serves consumers, business customers, branches, and internal teams, handling inquiries, resolving issues, and ensuring secure, compliant processing of e-banking tasks.

Responsibilities include enrollment and troubleshooting, system maintenance, and auditing new accounts and changes.

Qualifications

• High school diploma or GED or equivalent experience.
• Working knowledge of Microsoft Office.
• Strong communication, customer service, and problem-solving skills.

Responsibilities

• Responds to e-banking inquiries via phone and email.
• Assists customers with enrollment, maintenance, and troubleshooting of online banking and mobile banking features.
• Provides clear explanations of e-banking features, security best practices, and access guidance.
• Supports branches and internal departments with e-banking research and reporting.
• Performs maintenance and updates in electronic banking systems per procedures.
• Reviews and audits of new accounts and account change documentation.

Skills

Customer service

Problem-solving

Communication

Attention to detail

Education

High school diploma or GED

Tools

Microsoft Office

Job description

MAJOR RESPONSIBILITIES:

The E-Banking Specialist is responsible for providing exceptional customer service and operational support related to the Bank’s electronic banking services. This role supports consumer and business customers, branch staff, and internal departments for online banking and mobile banking services. The Specialist resolves e-banking inquiries, performs research, assists with system maintenance, and ensures services are delivered securely, efficiently, and in compliance with Bank policies and regulatory requirements. The E-Banking Specialist is also responsible for new account and account change audits.

ESSENTIAL FUNCTIONS:

1. Customer Service & E-Banking Support

• Responds to customer inquiries via phone and email related to electronic banking services.
• Assists customers with enrollment, maintenance, and troubleshooting of online banking, mobile banking, bill pay, alerts, etc.
• Provides clear explanations of e-banking features, functionality, and security best practices.
• Works with customers and branches to resolve access issues, login problems, and transaction-related concerns in a timely and professional manner.

2. Branch & Internal Support

• Provides daily support to branch staff regarding e-banking questions, setup, and problem resolution.
• Acts as a liaison between branches and Operations for electronic banking-related issues.
• Supports internal departments with e-banking research and reporting as needed.

3. E-Banking Operations & Processing

• Performs maintenance and updates within electronic banking systems in accordance with established procedures.
• Reviews and processes of electronic banking requests, changes, and documentation.
• Reviews and audits of new accounts and account change documentation to the core.

4. Research, Troubleshooting & Problem Solving

• Investigates and resolves electronic banking issues, processing errors, and customer discrepancies.
• Performs research across core systems, e-banking platforms, and document imaging systems.
• Escalates complex issues and trends to management with supporting documentation and recommendations.

• Follows all Bank policies and procedures related to electronic banking, information security, and customer confidentiality.
• Supports investigations related to electronic banking activity.
• Assists management and the Security Officer as needed with electronic banking security initiatives.
• Ensures compliance with BSA/AML requirements and attends required annual training.

7. General Responsibilities

• Maintains accuracy, attention to detail, and timely completion of all assigned tasks.
• Acts responsibly at all times to protect the security and integrity of Bank systems, data, and customer information.
• Performs all other duties as assigned by supervisor.

KNOWLEDGE:

High school diploma or GED required, or an equivalent combination of education and experience. Working knowledge of Microsoft Office required. Strong communication, customer service, and problem-solving skills are essential.

PROBLEM SOLVING:

Responsible for resolving customer and branch inquiries related to electronic banking services. Requires strong attention to detail, analytical thinking, and the ability to exercise independent judgment. Senior-level Specialists are expected to handle more complex issues with minimal supervision and assist in identifying process improvements.

HUMAN RELATIONS:

Ability to interact professionally and effectively with customers, branch staff, peers, management, and outside vendors. Daily contact with internal departments and external service providers.

ACCOUNTABILITY:

Responsible for the accurate and timely completion of electronic banking tasks, customer support, system maintenance, and documentation. Accountable for protecting confidential information, following security protocols, and supporting the overall effectiveness of the E-Banking Department.

HUMAN RESOURCES:

Maintain an efficient working relationship with members of the Operations Department and all other Bank departments.