Online Deposit Account Support Specialist

Description

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.

Requirements

EDUCATION/TRAINING/EXPERIENCE NECESSARY TO PERFORM SUCCESSFULLY:

• 2 year Associates Degree or Specialized Bank CE Equivalent
• 2 years experience in Digital (Electronic) Banking products
• 2 years Customer Service
• Proficient on computer and mobile phone (Internet, smartphone apps, Bank applications)
• Excellent customer service skills
• Excellent communication skills
• Proactiveness
• Attention to detail
• Professionalism 
• Punctual
• Organized
• Adhere to deadlines

Essential Mental & Physical Requirements:

• Ability to travel if required to perform the essential job functions.
• Ability to work under stress and meet deadlines.
• Ability to read and interpret a document if required to perform the essential job functions
• Prolonged periods of sitting at a desk and working on a computer may be required.
• Ability to lift/move/carry approximately 15 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division any “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Gulf Coast Bank & Trust Company and its subsidiaries is committed to a diverse and inclusive workforce. We are committed to equal employment opportunities without regard to race, color, genetic information, religion, sex, affectional or sexual orientation, gender identity or expression, age, marital status, military and veteran status, physical and mental disability, and any other characteristic protected by applicable law. We believe in attracting, retaining, and promoting quality talent and recognize that our diversity is critical to the success of the company.