Job Description

<div class="benefits"> <div><strong>Benefits:</strong></div> <ul> <li>Health insurance</li> <li>Paid time off</li> <li>Vision insurance</li> <li>401(k)</li> <li>401(k) matching</li> <li>Dental insurance</li> </ul> </div> <div class="trix-content"> <h1>Digital Banking Specialist I</h1><div><br></div><div> <strong>Location:</strong> On-Site / Hybrid / Remote<br> <strong>Employment Type:</strong> Full-Time<br> <strong>Schedule:</strong> Monday–Friday, with some Saturdays and Sundays; flexible schedule typically between 8:00 a.m. and 8:00 p.m.<br> <strong>Reports To:</strong> Digital Banking Services Manager<br> <strong>FLSA Status:</strong> Exempt <br><br> </div><div> <strong>Position Summary<br></strong><br> </div><div>Herring Bank is seeking a <strong>Digital Banking Specialist I</strong> 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. <br><br> </div><div> <strong>Key Responsibilities<br></strong><br> </div><div> <strong>Customer & Digital Banking Support<br></strong><br> </div><ul> <li> Manage inbound customer calls and provide timely, professional assistance. </li> <li> Verify customer identity before discussing or making changes to account information. </li> <li> Assist customers with online and mobile banking, including login issues, password/PIN resets, enrollment, device registration, statements, alerts, and mobile deposits. </li> <li> Document customer interactions and escalate issues when appropriate. </li> </ul><div> <strong>Mobile Deposit & Fraud Awareness<br></strong><br> </div><ul> <li> Review and process mobile deposits, including check images, endorsements, and transaction information. </li> <li> Evaluate mobile deposit limit increase requests based on account history and activity. </li> <li> Identify and escalate potential fraud, including duplicate or altered checks and other suspicious activity. </li> </ul><div> <strong>Debit Card Support<br></strong><br> </div><ul> <li> Process new, replacement, and instant-issue debit cards. </li> <li> Assist with card activation, PIN setup, card blocks/unblocks, and transaction limit requests. </li> <li> Initiate debit card disputes and conduct initial fraud intake in accordance with Regulation E procedures. </li> </ul><div> <strong>ITM/VTM Operations<br></strong><br> </div><ul> <li> Support virtual and interactive teller transactions, including check cashing, deposits, transfers, loan payments, and cash dispensing. </li> <li> Verify customer identity and signatures and identify potential fraud indicators. </li> <li> Escalate technical issues and suspicious activity when necessary. </li> </ul><div> <strong>Account Maintenance<br></strong><br> </div><ul> <li> Process authorized account updates, including name, address, contact information, beneficiaries/PODs, authorized signers, statement preferences, stop payments, and account closures. </li> <li> Maintain accurate documentation and follow appropriate dual-control procedures. </li> <li> Identify and escalate suspicious account activity to BSA/Fraud. </li> </ul><div> <strong>Qualifications<br></strong><br> </div><ul> <li> High school diploma or equivalent required. </li> <li><strong>1+ year of experience in banking, financial services, or digital customer support preferred.</strong></li> <li> Ability to provide excellent customer service across digital channels. </li> <li> Strong computer skills with the ability to navigate multiple systems. </li> <li> Strong communication, organization, time-management, and problem-solving skills. </li> <li> Ability to work independently while knowing when to escalate an issue. </li> <li> Must successfully complete a <strong>Customer Service Test, background check, and credit check</strong>. </li> </ul><div> <strong>Preferred Skills<br></strong><br> </div><ul> <li> Experience with digital banking, online/mobile banking, or card management systems. </li> <li> Understanding of <strong>Regulation E, Regulation CC, and BSA/AML</strong> requirements. </li> <li> Strong attention to detail and ability to multitask in a fast-paced environment. </li> <li> Ability to recognize potential fraud and respond appropriately. </li> <li> Professional telephone, written, and video communication skills. </li> </ul><div> <strong>Why Join Herring Bank?<br></strong><br> </div><div>This position is a great opportunity for someone who enjoys combining <strong>customer service, technology, banking operations, and problem-solving</strong>. 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.<br><br> </div><div> <strong>Herring Bank is a Member FDIC and Equal Opportunity Employer.</strong> </div> </div>