- Assist customers over the phone with inquiries regarding their digital account applications related to application status, eligibility of account, required documentation and provide guidance on the process.
- Review and verify digital account applications for accuracy, completeness, and in line with departmental policies and procedures.
- Request and review any supporting documentation provided by the applicant(s) related to their online application.
- Monitor and manage department's inbox and CRM cases to respond appropriately to customers and departments with their request.
- Communicate appropriately with internal departments (Fraud Risk Management, Deposit Operations, AML - Compliance) and digital customers as it relates to the review and processing of digital applications.
- Assist Customers with various account servicing requests: closure of accounts, wire transfers, account maintenance, account restrictions, etc.
- Restrict accounts to identify missing or invalid information; contact customer to obtain missing/invalid information; ensure documentation received is within department guidelines.
- Report suspicious activity/accounts via appropriate channels (Department Supervisor/Manager, Fraud Activity Referral, UAR, etc.)
- Respond to and troubleshoot customer inquiries related to technical issues with the digital application platform and work with internal teams to resolve issues related to system functionality, user error or data discrepancies.
- Assist in department reporting of online account review statistics, as well as ad-hoc reporting to review department workflow/volume.
- Identify opportunities to cross-sell relevant financial products and services based on the customer's needs and profile.
- Assist with User Acceptance Testing (UAT).
- Strong verbal and written communication skills.
- Knowledge of Microsoft Office (including Outlook, Word and Excel).
- Knowledge of online opening procedures.
- Effective analytical and time management skills.
- Ability to recognize and question account exceptions.
- Ability to follow through on inquiries/issues through resolution and escalate as appropriate.
- Ability to handle multiple projects simultaneously, prioritize tasks and responsibilities.
- High school diploma or GED and a minimum of 3 years' related experience.
- Associate's degree or some college preferred.
- Branch account opening, CRM and/or platform experience preferred.
Top Skills
What We Do
At Valley, we aren’t just your average financial institution; we're your trusted partner in building a brighter future. With a widespread presence across the U.S., we've been serving communities since 1927.
For over 95 years, our team of dedicated professionals has been committed to creating better banking opportunities for our customers and fostering growth and prosperity in the communities we serve. From personalized financial solutions to comprehensive banking services, home mortgages, commercial lending, and wealth management, we're here to help you achieve your financial goals, no matter how big or small.
We understand that each individual and business has unique challenges and opportunities, and we're here to listen, understand, and provide tailored solutions to help you succeed.
©2025 Valley National Bank. Member FDIC. Equal Opportunity Employer. Equal Housing Lender. All Rights Reserved.
