Online Banking Specialist I

$47,500 - $57,500/Yr

First Foundation Bank - Irvine, CA

Full-time - Entry Level

Irvine, CA

Credit Intermediation and Related Activities

About the position

The Online Banking Specialist I at First Foundation Bank is responsible for providing support and technical assistance for various digital banking and treasury management products. This role focuses on ensuring a seamless customer experience through effective troubleshooting, setup, and day-to-day support of services such as online banking, mobile banking, and ACH transactions. The specialist serves as a liaison between clients and internal departments, promoting bank products and maintaining high service standards.

Responsibilities

• Provide accurate and efficient servicing, implementation, and technical support of all Online Banking and Treasury management products.
• Detect, research, and resolve potential fraud transactions using provided tools.
• Process Treasury Management requests and applications, ensuring compliance with procedures to minimize losses.
• Liaise with customers and bank staff to implement services and train end users.
• Promote features and benefits of bank products and services to customers.
• Provide phone and email support to internal and external customers, resolving complex issues.
• Maintain department files and records, ensuring accuracy and compliance with procedures.
• Monitor daily reports for accuracy and take appropriate action or escalate issues as needed.
• Support bank employees in servicing customers' Online Banking needs, including troubleshooting hardware and software issues.
• Communicate with third-party vendors to set up customers or resolve issues.

Requirements

• High school diploma or equivalent required; Bachelor's degree in Business or Technology preferred.
• 2 years of experience in banking, including troubleshooting digital banking products preferred.
• 3 years of customer service experience required.
• Experience with computer or application troubleshooting and support preferred.
• Call Center experience preferred.
• Experience with a core banking system and online banking system, preferably Fiserv products.
• Working knowledge of ACH and Wire Transfer networks and processing preferred.
• General knowledge of banking products including Treasury Management.
• Proficient in MS Office, particularly Word and Excel.
• Ability to troubleshoot issues related to computers, smartphones, tablets, and software.

Nice-to-haves

• Experience in a call center environment.
• Knowledge of banking regulations and compliance requirements.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401(k) matching
• Annual performance-based bonuses
• Wellness days