Digital Banking Specialist I

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 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.