Online Banking Specialist I

Summary: The Online Banking Specialist I is responsible for completing various activities such as setups, troubleshooting, research, and day-to-day support of all Digital Channel products and Treasury Management products including, but not limited to, online banking, mobile banking, mobile deposit, remote deposit, and ACH. The Online Banking Specialist I is also responsible for providing an excellent level of customer service and support to our customers using our digital banking services. The Online Banking Support I assess digital banking needs to deliver a seamless service experience that strengthens customer relationships. Serve as a liaison between clients and business line partners/departments.

Salary Range: The salary range budgeted for this position is $47,500/yr to $57,500/yr and represents the Company's good faith minimum and maximum range for this role at the time of posting. The compensation offered to a candidate may vary depending on several factors, including a candidate's qualifications, skills, competencies, experience, and location. 

The Company also offers various benefits, including medical, dental, vision, and a 401(K) match. Other rewards may include annual performance-based bonuses and wellness days. 

Applicants must have current work authorization when accepting a First Foundation Inc. position. Currently, we cannot sponsor or take over the sponsorship of an Employment Visa.

Duties and Responsibilities:

Provides accurate and efficient servicing, implementation, and technical support of all Online Banking and Treasury management products and ensures all new product implementations and internal and external questions are handled in a timely manner while consistently incorporating risk mitigation best practices.

• Understands and complies with requirements of all laws and regulations applicable to the position
• Detect, research, and resolve potential fraud transactions using tools provided
• Processes Treasury Management requests and applications, ensuring proper procedures are followed to minimize losses to the Bank and its customers while maintaining high-quality service standards
• Liaises with customers and bank staff to ensure the implementation of services and training of client and employee end users
• Promotes the features and benefits of bank products and services, ensuring that they are effectively communicated
• Provides phone and email support to internal and external customers resolving complex, in-depth issues often requiring lengthy calls or emails
• Maintains department files and records
• Monitors daily reports for accuracy and ensures all work processed is in compliance with departmental procedures and takes appropriate action where needed or escalates timely; pulls reports and performs data gathering, reporting, and audits
• Provides support to Bank employees as they service customers’ Online Banking needs, including hardware and software troubleshooting and diagnosis
• Communicate with 3rd party vendors to set up customers or resolve their issues                                        

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

Education and/or Experience:                                                     

• High school diploma or equivalent required; Bachelor’s degree in Business or Technology is preferred
• 2 years of experience in banking to include troubleshooting of digital banking products, preferred
• 3 years of customer service experience
• Experience with computer or application troubleshooting and support is preferred
• Call Center Experience
• Experience with a core banking system and online banking system, Fiserv products preferred 

Skills:

• Working knowledge of ACH and Wire Transfer networks and processing preferred 
• General knowledge of banking products including Treasury Management
• General knowledge of MS Office; proficient in Word and Excel.
• Working knowledge of computers, smartphones, tablets, operating systems, software, and other technologies and ability to troubleshoot related issues.
• Ability to enter information quickly and accurately while multi-tasking
• Strong oral and written communication skills when interacting with internal and external clients. Skills include the ability to listen intently, speak clearly, and explain issues simply and concisely.
• Must be detail-oriented with the ability to self-prioritize

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. 

While performing the duties of this job, the employee is regularly required to sit for long periods; use hands to operate controls on a computer; reach with hands and arms for phone and computer work; and communicate on the phone while wearing a headset for extended periods. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus.  

First Foundation is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, status as a qualified individual with a disability, sexual orientation, gender identity, or any other characteristic protected by law. 

Salary : $47,500 - $57,500