Online Services Specialist
The primary function of the Online Services Specialist is to support all consumer online and mobile banking activities and provide ongoing relationship support for retail customers. This position will provide professional, technical and general product support to retail customers and bank personnel. This role is also a key support partner of the retail branches as well as second level support for additional front line employees.
Assumes responsibility for follow-up and resolution of consumer online & mobile banking problems.
Performing online banking maintenance, handling case escalations; and provide assistance to customers using money transfer and bill payment services.
Participates in testing system changes. This may include the development of requirements and procedures of new system features. Completes continued education and training to keep updated on banking industry.
Ensures compliance with applicable federal, state and local laws and regulations. Completes all required compliance training. Maintains knowledge of and adhere to Flagstar's internal compliance policies and procedures. Takes responsibility to keep up to date with changing regulations and policies.
High School Diploma, GED, or foreign equivalent required.
Associate's Degree in Business preferred.
3+ years banking operations or branch banking experience.
Knowledge of retail banking products and services (on-line banking and bill payment products).
Familiarity with the internet and internet browsers including Internet Explorer, Firefox, and Safari preferred.
Proven service orientation and excellent customer service skills.
Strong verbal and written communication skills.
Ability to solve practical problems.
Ability to understand business implications of decisions.
Ability to write business correspondence, reports and procedures.
System knowledge; Corillian, Architect and FiServ products preferred.
5% travel to the Flagstar Centre in Jackson location required.
The job requires a moderate degree of physical exertion and stamina such as standing, sitting, walking, driving or infrequent lifting.
For internal use only: Job Band I-Hrly