Job Summary:

The E-Banking Specialist is responsible for managing and supporting electronic banking services, including online banking, mobile banking, debit cards, and digital payment platforms. This role ensures the smooth operation of e-banking systems, provides technical support to customers and staff, and contributes to the development and enhancement of digital banking solutions to include security of all platforms.

Key Responsibilities:

Support the Fraud team in investigation, mitigation, and prevention of fraudulent activity related to all digital services.

Monitor and maintain e-banking platforms to ensure optimal performance and security.

Provide technical support and troubleshooting assistance for customers using all digital platforms when the frontline staff is unable to.

Assist in onboarding new users and educating them on digital banking features and security practices when frontline staff is unable to.

Educate all staff on digital banking features.

Train appropriate staff on procedures and ensure they are being followed.

Analyze user feedback and system performance to recommend improvements.

Support digital payment services such as bill pay, mobile wallets, and external transfers.

Ensure compliance with banking regulations and internal policies related to digital services.

Keep informed of product updates and changes and communicate to appropriate staff as well as IT/project manager.

Participate in testing and rollout of new e-banking features and upgrades.

Prepare reports on usage trends, system issues, and customer feedback.

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E-Banking Specialist