We are a values driven organization putting Relationships FIRST. EagleBank (NASDAQ - EGBN) is focused on being Flexible, Involved, Responsive, Strong, and Trusted. By prioritizing meaningful connections with our customers, employees, and shareholders, we relentlessly deliver the most compelling, valuable service to our customers.

EagleBank is committed to inclusion, equity, and respect. We celebrate diversity and intentionally seek out opportunities to learn from one another's experience. We believe employees are essential to the building of relationships and we prioritize investing in employee growth and wellbeing. Employee involvement is fostered through resource groups, mentorship programs, community service, and scholarship opportunities for continued education. With features including maternity and parental leaves, wellness discounts, healthcare premium sharing, employer funding in your HSA account, and 100% 401(k) matching up to 4%, we pride ourselves in the ways we support our internal relationships.

We understand the need to be creative and flexible when it comes to telecommuting and other alternative work arrangements. This position is eligible for our hybrid remote work and will work in the Bournefield office located in Silver Spring, MD four days per week.

The Digital Banking Specialist III is responsible for completing various activities such as setups, troubleshooting, research and day-to-day support of all Digital Channel products including, but not limited to, online banking, mobile banking, mobile deposit, remote deposit, ACH and ATM/Debit cards. The Specialist III is expected to be a Subject Matter Expert (SME) for Digital Banking products, services and systems. Functions as one of the go-to people for digital banking knowledge in the bank, including knowledge of processes, systems, and policy and procedures.

MAJOR DUTIES AND RESPONSIBILITIES:

Provides accurate and efficient servicing, implementation and technical support of all Digital Banking products and ensures all new product implementations, internal and external questions are handled timely while consistently incorporating risk mitigation best practices.
• Detects, researches and resolve potential fraud transactions using tools provided.
• Works closely with customers and bank staff to ensure the implementation of services, training of end users, and promotion of the features and benefits of bank products and services are being effectively communicated.
• Provides phone and email support to internal and external customers resolving complex, in-depth issues often requiring lengthy, technical calls or emails.
• Processes digital banking requests and applications, ensuring proper procedures are followed to minimize losses to the Bank and its customers, while maintaining our high quality service standards.
• Provides Digital Banking expertise to bank employees as they service customer's Digital Banking needs, including hardware and software troubleshooting and diagnosis.
• Responds to and resolves escalated calls received from internal Customer Care Center, branches, other internal departments and other Digital Baking employees.
• Performs ATM Settlement and daily and monthly settlement of GL accounts.
• Monitors card holder disputes and claims received daily and ensure that claims are processed within Regulation E guidelines, including timely processing of provisional credits and customer notifications. Compiles monthly data for the charge off process.
• Assists in development and maintenance of department policies and procedures.
• Maintains department files and records.
• Monitors daily reports for accuracy, ensure all work processed is in compliance of departmental procedures and takes appropriate action where needed. Pull reports and perform manual clean-up of data.
• Apply Digital Banking knowledge to find solutions that fit with unique individual customer needs; ensuring that all precautions are taken and risk mitigation procedures followed. Share information on new methods to improve processes and streamline future set-ups.
• Communicates with 3rd party vendors to set up customers or resolve their issues.
• Coaches and supports staff; monitor critical tasks; first line support for Specialist I and II.

Requirements:

• High School diploma or equivalent.
• 4 years of digital banking to include fraud mitigation, implementations and troubleshooting products such as online banking, ACH. Mobile and remote products, debit cards, positive pay etc.
• 4 years of customer service experience.
• Strong knowledge of and experience with using a core banking system.
• Browser application and software knowledge and understanding; ability to troubleshoot problems with customers.
• Solid knowledge of banking products including digital banking.
• Ability to problem solve and find creative and innovative solutions.
• Ability to judge when to act independently and when to confer with management
• Strong oral and written communication skills when interacting with internal and external clients. Skills to include the ability to listen intently, speak clearly, and explain complex issues simply and concisely.
• Demonstrated problem solving ability and initiative.
• Ability to make confident, sound decisions regarding a service request/application or presented problem, while understanding the delicate balance between risk avoidance and customer service.
• Proficient in computers, smartphones, tablets, and operating systems, software and other technologies knowledge.
• Strong Microsoft Office skills. Proficient in Word and Excel.
• Solid knowledge of General Ledger reconcilements.
• Ability and willingness to adapt to changing technologies and industry trends.

Preferences:

• Call center experience.
• FIS Core Banking System experience strongly preferred.

Don't meet all the requirements? We encourage you to still apply if you think you are the right person to join our community. We are always interested connecting with people inspired by our mission and values. If you aren't hired for this position, your resume will remain available for the next year and might be considered for future openings. Note: You can update your resume as often as needed.