Online Deposit Account Support Specialist

JOB SUMMARY:

Process Consumer and Business deposit accounts and account applications opened and/or applied for via Prelim Account Opening system and servicing customer’s account relationship with regard to cross selling products and services, issue resolution, and fraud situations. Ensure all applications are worked to completion efficiently and effectively. Open and Service Employee and Director Deposit Accounts.

JOB DUTIES:

• Ensure applications are being worked efficiently and effectively
• Monitor accounts automatically uploaded to the core throughout the day to ensure all necessary paperwork has been received and there are no red flags for fraud
• Follow defined processes on accounts automatically uploaded to the core to ensure customer knows/follows next steps to complete the process for the customer to begin using the account as quickly as possible; and/or determining the account should be closed
• Maintain Names, Addresses, Portfolio, and Account Codes to ensure
• Process Declined applications
• Process applications with additional status to determine next steps and Queue the application accordingly
• Proactively manage applications in each Queue in order to keep the application flowing to completion, either by obtaining all necessary information and documentation to open the account or determine that the application should be denied
• Professionally engage customer and/or branch personnel in order to assist in keeping the application process flowing to completion
• Handle funding processes
• Take immediate action when fraud is suspected during account opening
• Proactively manage relationship of customers opening accounts via Online system, including resolving issues, cross selling additional products and services, handling overdrafts, handling fraudulent and/or suspect fraud situations
• Work closely with Branch when customer also maintains a relationship with one of the Branches/Officers to ensure needs of customer are being met
• Work closely with Digital Banking to ensure that action is taken when suspect fraud situations occur and adding questionable users to the Watch List
• Follow closing processes when necessary
• Back Up Digital Banking Support Specialists
• Assist with upgrades and implementations new Digital systems, services, and processes as requested by Management.