Digital Account Specialist II

Position Summary: The Digital Account Specialist II serves as a key member of the online account opening team, primarily focused on banking customers. This role provides comprehensive service to our online banking customers who choose to open their accounts online through the Triumph Financial Enterprise for LoadPay, TBK Bank and the bank’s online division and CDBank.com. The Digital Account Specialist II delivers exceptional service to our customers over the phone, through email, and fax. The Online Account Specialists will combine accuracy, follow-through, and service focus to assist customers effectively, efficiently, and timely.  In many cases, the Digital Branch is the first experience with most Triumph Financial Enterprise products therefore, delivering quality service with a consistent and enthusiastic approach is vital.

• Process applications submitted online and open accounts in accordance with the bank’s policy and procedure and ensuring accuracy and completeness of all required documentation.

• Handle incoming calls and emails from internal and external customers regarding online account opening.

• Delivers excellent service to customers who are conducting business online and over the phone.

• Ensure that customer’s financial needs are met and/or exceeded.

• Assist customers with account and file maintenance request, ensuring accuracy and completeness of all required documentation.

• Assist customers with questions and problem resolution regarding Retail Online Banking.

• Daily monitor online account opening activity to ensure that new accounts are opened timely and required customer follow ups are completed to ensure account funding and all required CIP and supporting documentation is obtained timely.

• Notify Digital Branch management of escalated customer issues.

• Perform customer and bank transactions efficiently & accurately.

• Protect the privacy and confidentiality of customers and the bank.

• Carefully follow bank CIP and Know Your Customer procedures in order to identify each customer.

• Distribute required account disclosures.

• Accurately answer customers’ questions regarding FDIC insurance.

• Identify and report possible fraud activities and BSA concerns.

• Complete ongoing training required by bank policies and regulations .

• Comply with bank regulations, laws and policies.

• Execute any other tasks and duties that may be assigned.

EXPERIENCE & EDUCATION

• High school diploma required.

• Knowledge of consumer compliance regulations, with an emphasis on CIP and account disclosures.

• 2 + years of customer service experience in a banking environment.

• 3 + years account opening experience such as customer identification requirements, online banking, Customer Identification Program requirements, consumer protection laws, bank security policies and procedures, etc.  preferred.

• The successful candidate will be professional, energetic, outgoing, self-motivated, strong work ethic, eager to learn new tasks, detail-oriented, able to provide the highest level of customer service.

• Strong skills in Microsoft Word, Excel, and Outlook. 

• Excellent communications skills required, both written and verbal.

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