Online & Mobile Banking Rep I at New York Community Bank in Hicksville, New York

Job Description:

EDUCATION AND EXPERIENCE

• High school diploma or equivalent.
• Minimum of two (2) years of related experience in the financial services industry.
• Prior technical support experience is helpful.
• Prior customer service experience preferred.

KNOWLEDGE, SKILLS AND ABILITIES

• General knowledge of banking systems and transaction processing
• General knowledge of web browsers including Edge, Chrome, Safari and Firefox.
• General knowledge of mobile devices and operating systems including Android and Apple iOS.
• Ability to learn quickly and ability to work under pressure.
• Strong customer service and communications skills.
• Strong technical knowledge and troubleshooting skills.
• General knowledge of Microsoft office; with particular proficiency in Microsoft Word, Microsoft Excel, and Microsoft Outlook.
• Some knowledge of Quicken and QuickBooks is helpful.

NEW YORK COMMUNITY BANK.

Based in Hicksville, NY, New York Community Bank is a New York State-chartered savings bank serving customers throughout Metro New York, New Jersey, Ohio, Arizona and Florida. New York Community Bank serves customers through over 200 branches featuring a divisional structure: Queens County Savings Bank, Roslyn Savings Bank, Richmond County Savings Bank, Roosevelt Savings Bank and Atlantic Bank in New York; Garden State Community Bank in New Jersey; Ohio Savings Bank in Ohio; and AmTrust Bank in Florida and Arizona. With a longstanding reputation of strength, stability and service, NYCB is proud to be committed to the communities it serves.

To learn more about the NYCB Family of Banks visit us at www.MyNYCB.com .

Help recruit top talent for NYCB through the employee referral program. All NYCB employees are encouraged to submit referrals. Locate top talent right in the community where you live, work and play. Amazing individuals are all around be sure to let them know how they can become a part of the NYCB family.

NYCB is an equal opportunity employer that prohibits discrimination on the basis of race, color, age, sex, national origin, ethnicity, religion, marital status, disability, military status, veteran status, domestic violence victim status, gender identity or expression, sexual orientation, genetic information and any other classification protected by applicable federal, state, or local law or ordinance.

This policy against discrimination applies to all terms and conditions of employment including, but not limited to: recruitment and selection, promotion and demotion, transfer, training and development, compensation, benefits, leaves of absence and termination. NYCB will consider reasonable accommodations for employees and applicants with disabilities, as well as accommodations that are necessary for an employee to practice their religious faith.JOB SUMMARY

Provides general technical and customer service support for the Bank's online and mobile banking systems including but not limited to online banking, mobile banking, bill pay, online account origination, person to person payments, and external transfers. Supports the Bank customers by troubleshooting technical issues accessing the Bank's online and mobile platforms. Monitor transactional activity submitted online/mobile to identify suspicious activity to prevent financial loss. Interacts with the Bank's online and mobile banking customers, vendors, and branch representatives. Assists the department's management team to achieve the goals and objectives set by senior management for the Online Banking Department.

ESSENTIAL FUNCTIONS

• Responsible for the administration of the Bank's online and mobile banking systems including but not limited to:
• Provides general online and mobile banking technical support via telephone, email and written communication.
• Provides general online and mobile banking customer service and support via telephone, email and written communication.
• Researches and responds to customer email inquiries.
• Interacts and respond to customer via online and mobile chat.
• Processes stop payment requests submitted via the online banking website.
• Researches rejected transactions for processing.
• Processes online banking registrations for customers.
• Investigates and responds to customers' bill payment inquiries.
• Troubleshoots online and mobile banking technical user issues.
• Provides mobile banking assistance to customers.
• Prepares online banking and mobile banking metrics for reporting to management.
• Assists branches with online and mobile banking questions.
• Prepares and reviews suspicious activity reports using Microsoft Excel.
• Places outbound calls to customers to verify suspicious activity in order to review transactions submitted via Zelle, External Transfers, mobile deposit, and bill pay.
• Reviews documentation and completes account closeouts.
• Reviews and processes new account applications for consumer and businesses submitted online.
• Reviews and researches customer activity for fraud incident reports.
• Researches restrictions and completes maintenance for deceased depositor accounts.
• Reports fraudulent activity and breaches of security to management.
• Updates and maintains department logs and reports for management.
• Opens cases with the vendor to research and resolve customer issues interacting with the online and mobile banking platforms.
• Performs special projects, and additional duties and responsibilities as required.
• Where applicable and when performing the responsibilities of the job, employees are accountable to maintain Sarbanes-Oxley compliance and adhere to internal control policies and procedures.