Relationship Banker II, Digital Banking Center

SUMMARY:

The Relationship Banker II (Digital Banking Center) is a key contributor to the Digital Banking Center, providing superior customer service through mobile and online banking chat (Banno Conversations), email, and other digital channels. This role supports customers with digital banking inquiries, assists in establishing and maintaining electronic banking relationships, and contributes to the online account opening process. The Relationship Banker helps drive digital adoption and ensures secure, efficient, and customer-friendly experiences. This position also provides guidance to Specialist I team members and supports quality assurance efforts.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

Digital Customer Support and Engagement

• Respond to clients via chat, email, and digital platforms regarding accounts, transactions, and digital banking features.
• Assist customers with setup, navigation, and troubleshooting of online and mobile banking tools.
• Provide exceptional service across multiple digital channels including mobile/online banking chat (Banno Conversations), email, and occasionally by phone.
• Support customers with technical and transactional assistance, including digital banking setup, card services, alerts, travel notifications, disputes, and general inquiries.
• Educate customers on digital banking features, encouraging adoption and self-service where appropriate.
• Maintain detailed and accurate documentation of all interactions within the CRM system.

Online Account Opening Support

• Assist with initial stages of online account opening, including application intake and document collection.
• Identify incomplete or potentially suspicious applications and escalate as needed.
• Communicate with customers to support onboarding and ensure a smooth experience.
• Collaborate with internal teams to resolve onboarding issues while maintaining compliance.

Fraud Prevention & Risk Awareness

• Authenticate customers according to bank protocols to protect sensitive information.
• Maintain awareness of digital security best practices and contribute to a secure banking environment.
• Recognize and escalate potential fraud or suspicious activity.

Product Knowledge & Relationship Building

• Use a needs-based approach to recommend bank products and services.
• Stay informed on digital banking tools and updates to provide accurate support.

Team Collaboration & Quality Assurance

• Provide guidance and mentoring to Specialist I team members.
• Participate in quality reviews of chat interactions to ensure compliance and service excellence.
• Support training initiatives and contribute to knowledge base content.

Compliance & Policy Adherence

• Perform duties in accordance with state and federal banking laws and regulations.
• Adhere to all internal procedures and regulatory requirements, including privacy and data protection policy.
• Additional duties may be assigned in support of the department or Bank's needs.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)

* Associate's degree preferred and willingness to pursue higher education; bachelor's degree preferred.

* Eligible for Notary Public commission

* Eligible for Nationwide Mortgage Licensing System (NMLS) registration

KNOWLEDGE, SKILLS & ABILITIES:

* Minimum six months' retail banking experience

* Previous banking experience required, including processing customer transactions, deposit account openings, and platform services to serve a broad range of customer needs, e.g., check orders, debit card issuance, stop payments, debit card/ACH disputes, etc.

* Prior customer relationship building experience.

* Must have cyber security awareness to protect the digital environment, the Bank, and customers.

* Strong verbal and written communication skills

* Critical thinking, decision making and problem-solving skills.

* Ability to demonstrate core competencies for Relationship Banker II level.

REQUIRED COMPETENCIES:

* Courage

* Technology Savviness/Digital Enthusiast

* Financial Comprehension

* Adaptability and Flexibility

* Sales Aptitude

* Eager and Agile Learner