Digital Banking Specialist
About The Position
SUMMARY/OBJECTIVE: The Digital Banking Specialist I role is responsible for supporting and managing the end-to-end digital account opening process for retail and business customers. This role ensures a seamless customer experience while maintaining compliance with regulatory requirements, KYC/AML standards, and internal policies. The specialist acts as a bridge between customers, digital platforms and internal teams to resolve issues and optimize onboarding. ESSENTIAL FUNCTIONS: Review, verify, and process online account opening applications accurately and within defined service-level agreements (SLAs) Perform customer due diligence KYC and AML checks in accordance with regulatory and bank policies Validate customer documentation and resolve discrepancies or missing information Communicate with customers via digital channels (email, chat, phone) to support onboarding and address inquiries Monitor and troubleshoot issues related to digital onboarding tools and account opening platforms Collaborate with compliance, fraud, IT, and operations teams to resolve exceptions and escalations Maintain accurate records and documentation in core banking and digital systems Identify trends, recurring issues, and opportunities to improve the online account opening process Ensure adherence to data privacy, security standards, and regulatory requirements Support testing and rollout of new digital banking features related to onboarding Manage daily returned mail for the Bank Perform other Bank related functions as may be required
Requirements
- 3-5 years’ experience in Digital Banking, Banking Customer Service, Deposit Operations, Contact Center and/or Retail Banking
- Comprehensive knowledge of deposit products and banking services
- Comprehensive knowledge of the bank electronic services, including but not limited to, consumer and business electronic banking, mobile banking, bill-pay, external transfers, debit cards
- Working knowledge of Bank policies and procedures including those governed by Federal or State Regulations
Nice To Haves
- Experience/Knowledge of the following is preferred: MS Office applications, Harland Clarke Checking Ordering, FIS IBS Insight, CMSe for Debit and ATM Cards, and Salesforce CRM
Responsibilities
- Review, verify, and process online account opening applications accurately and within defined service-level agreements (SLAs)
- Perform customer due diligence KYC and AML checks in accordance with regulatory and bank policies
- Validate customer documentation and resolve discrepancies or missing information
- Communicate with customers via digital channels (email, chat, phone) to support onboarding and address inquiries
- Monitor and troubleshoot issues related to digital onboarding tools and account opening platforms
- Collaborate with compliance, fraud, IT, and operations teams to resolve exceptions and escalations
- Maintain accurate records and documentation in core banking and digital systems
- Identify trends, recurring issues, and opportunities to improve the online account opening process
- Ensure adherence to data privacy, security standards, and regulatory requirements
- Support testing and rollout of new digital banking features related to onboarding
- Manage daily returned mail for the Bank
- Perform other Bank related functions as may be required
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
