Online & Mobile Banking Rep II

Company: New York Community Bancorp, Inc.
Location: Hicksville
Posted on: March 17, 2023

Job Description:

JOB SUMMARY
Provides advanced 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 advanced online and mobile banking technical support via telephone, email and written communication.
  
• Interacts and responds to customer via online and mobile chat.
  
• Processes online banking registrations for customers.
  
• Prepares online banking and mobile banking metrics for reporting to management.
  
• Completes customer account maintenance on the host system.
  
• 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
  
• Performs user acceptance testing in the test environment for new releases and enhancements to the online and mobile banking products.
  
• Reviews and processes new account applications for consumer and businesses submitted online.
  
• Review and researches customer activity for fraud incident reports.
  
• Researches restrictions and completes maintenance for deceased depositor accounts.
  
• Researches and responds to customer email inquiries.
  
• Processes stop payment requests submitted via the online banking website.
  
• Researches rejected transactions for processing.
  
• Investigates and responds to customers' bill payment inquiries.
  
• Reviews mobile remote check deposits for suspicious activity.
  
• Troubleshoots online and mobile banking technical user issues.
  
• Provides advanced mobile banking assistance to customers.
  
• Assists branches with online and mobile banking questions.
  
• Reviews online and mobile banking transactions for fraudulent activity.
  
• Reports fraudulent activity and breaches of security to management.
  
• Trains new employees as needed.
  
• Opens cases with the vendor to research and resolve customer issues interacting with the online and mobile banking platforms.
  
• Perform 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.
  

Keywords: New York Community Bancorp, Inc., Hicksville , Online & Mobile Banking Rep II, Accounting, Auditing , Hicksville, New York