eBanking Specialist

Position: eBanking Specialist | Division: Customer Engagement |

Work Days: Monday - Saturday | Hours of Operation: Monday -Friday 8:00am - 6:00pm; Saturday 9:00am - 1:00pm

Why Broadway Bank:

We are one of the largest independently owned banks in
Texas with offerings in personal and private banking, wealth management,
business banking and mortgage lending.

Position Overview:

This role serves as
a primary contact for eBanking customers, providing support and maintenance for
eBanking accounts and online transactions. Responsibilities include responding
to customer inquiries via phone, email, and secure messaging, addressing maintenance
requests, and delivering troubleshooting assistance across multiple eChannel
services. This position also involves active participation in ongoing learning
and testing of software updates, browsers, and devices to ensure seamless
customer experience and operational excellence.

Essential Functions:

• Respond to incoming calls, emails, secure messages, and maintenance requests from both internal and external customers within established response standards.
• Perform research to gather information required for inquiries, coordinating with other departments as needed to provide comprehensive responses.
• Delivers premier service and online banking technical troubleshooting and navigational guidance to customers for various devices, computer, tablets, smart phones, etc.
• Processing all new WEB accounts, to include verifying and working red flags, ordering debit cards and completing all other maintenance.
• Perform daily administration tasks such as managing online access, unlocking passwords, reviewing and approving External Transfer and Zelle transfers, and maintaining account access for bill pay and other eChannel services.
• Coordinate with eBanking management and Digital Channels Manager for support on maintenance requests, system upgrades, research, and resolving issues, including during system outages.
• Reviews and verifies daily reports from imaging system and auto generated data warehouse reports, online banking administration system, bill pay administrative system, external transfer administration system and eStatements to retrieve, research, or correct accounts and various other functions.
• Performs maintenance according to corresponding report.
• Conducts follow-up calls to confirm the setup of external transfers and Zelle ensuring a smooth process for customers.
• Provide navigation support and training to customers during calls to enhance their experience with eBanking services.
• Uses expert knowledge to identify digital fraud attempts. Investigates fraud related incidences and performs required research and documentation to provide to department supervisor for SAD preparation and system restrictions to further prevent digital fraud.
• Review procedures, reference materials, and training manuals for eBanking to maintain current and accurate resources.
• Ensure that all transactions adhere to operational, technical, and regulatory requirements to maintain the integrity and security of eBanking services.
• Identify and recommend process enhancements to improve the efficiency and quality of the eBanking department.
• Perform other duties as assigned to support the overall goals and functions of the department.
• This position may require travel
  within the Bank's geographic area.

Experience & Education:

• 2 years of experience in a financial institution, including 2 years of customer contact experience.
• 6+ months of experience with online banking, including technical support and troubleshooting.
• 1 year of call center experience and 1-2 years of customer contact experience via email is a plus.
• High school diploma or equivalent required.

Skills & Qualifications:

• Familiarity with mobile devices, iOS, various browsers, and online banking support systems.
• Excellent verbal, written, and email communication skills.
• Strong proficiency in Microsoft Office Suite and internet applications.
• Ability to deliver premier customer service through efficient support and troubleshooting across multiple channels.
• Diligence in verifying and correcting account information and ensuring.
• Strong analytical skills to identify, research, and resolve eBanking issues.
• Ability to document processes and contribute to procedural improvements in support of department goals.
• Efficiently manage multiple customer inquiries and tasks to meet response standards.
• Capacity to train customers on eBanking functionalities and guide them through troubleshooting.
• Knowledge of operational, technical, and regulatory requirements for eBanking services.

Other Requirements:

• Requires the ability to lift, carry, push, pull weights or otherwise move objects weighing as much as 10 lbs. on a regular basis and/or for extended periods of time during the workday.
• Occasional overtime or extended hours may be required.

We're a culture that offers resources to benefit your
overall health and well-being:

• Career Development and Mentorship Programs
• Generous paid time off, minimum 4 weeks
• Employee recognition, awards, and events
• Free vision insurance
• Retirement matching
• Tuition reimbursement

This job description is not
designed to be a comprehensive listing of duties, responsibilities, or
activities that are required for this job. Duties, responsibilities, and
activities may change at any time with or without notice.

Broadway Bank
is proud to be an Equal Opportunity Employer. Broadway Bank is a drug-free and
tobacco-free workplace, with a nicotine-free hiring policy. All qualified applicants
will receive consideration for employment without regard to race, color, sex,
sexual orientation, gender identity, religion, national origin, disability,
veteran status, or other legally protected status.

Member FDIC