Digital Account Specialist I

Join TBK Bank!

At TBK Bank, a subsidiary of Triumph, we're a team of passionate, driven, collaborative, solutions-minded people who want to make a difference in the lives of our customers and communities. Our mission is to do well and to do good at the same time. We accomplish this by working together, because at the end of the day, TBK means striving for excellence, while delivering with humility. We thrive on providing exceptional customer service, and we look for friendly professionals dedicated to helping customers achieve their financial goals.

Position Summary: The Digital Account Specialist I serves as a key member of the online account opening team, primarily focused on banking customers. This role provides comprehensive service to our online banking customer who choose to open their accounts online through the TBK Bank website and the bank’s online division, CDBank.com and support all Internal Bank Accounts openings including Reciprocal deposits. The Digital Account Specialist I delivers exceptional service to our customers over the phone, through email, and fax.  This role requires accuracy, follow-through, and service focus to assist customers effectively, efficiently, and timely.  In many cases the Digital Branch is the first experience with TBK Bank and CD Bank; therefore, delivering quality service with a consistent and enthusiastic approach is vital.

• Process applications submitted online and open accounts in accordance with the bank’s policy and procedure and ensuring accuracy and completeness of all required documentation.

• Handle incoming calls and emails from internal and external customers regarding online account opening

• Delivers excellent service to customers who are conducting business online and over the phone.

• Ensure that customer’s financial needs are met and/or exceeded

• Assist customers with account and file maintenance request, ensuring accuracy and completeness of all required documentation.

• Assist customers with questions and problem resolution regarding Retail Online Banking

• Daily monitor online account opening activity to ensure that new accounts are opened timely and required customer follow ups are completed to ensure account funding and all required CIP and supporting documentation is obtained timely

• Notify Digital Branch Manager of escalated customer issues.

• Perform customer and bank transactions efficiently & accurately

• Protect the privacy and confidentiality of customers and the bank 

• Carefully follow bank CIP and Know Your Customer procedures in order to identify each customer

• Distribute required account disclosures

• Accurately answer customers’ questions regarding FDIC insurance

• Identify and report possible fraud activities and BSA concerns

• Complete ongoing training required by bank policies and regulations 

• Comply with bank regulations, laws and policies

• Execute any other tasks and duties that may be assigned

EXPERIENCE & EDUCATION

• High school diploma required

• Knowledge of consumer compliance regulations, with an emphasis on CIP and account disclosures.

• 2 + years of customer service experience in a banking environment

• 3 + years account opening experience such as customer identification requirements, online banking, Customer Identification Program requirements, consumer protection laws, bank security policies and procedures, etc.  preferred

• Professional, energetic, outgoing, self-motivated, strong work ethic, eager to learn new tasks, detail-oriented, and able to provide the highest level of customer service.

• Strong skills in Microsoft Word, Excel, and Outlook. 

• Excellent communications skills required, both written and verbal.

WORK ENVIRONMENT

The work environment characteristics described here may be encountered while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).

• Ability to work in a confined area.

• Ability to sit at a computer terminal for an extended period of time. Occasional stooping or kneeling may be necessary.

• While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear and use hands and fingers to operate a computer keyboard and telephone.

• Specific vision abilities are required by this job due to computer work.

• Light to moderate lifting is required.

• Regular, predictable attendance is required.

Compensation Range

We offer Medical, Dental, Vision, Paid Time Off, 401k and much more.