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JOB FUNCTION / SUMMARY:
The Electronic Banking Services (EBS) Analyst is responsible for supporting the origination, servicing, and maintenance of consumer and commercial card accounts. This includes processing account updates, resolving escalated inquiries, researching disputes, and assisting internal partners with complex requests. The role ensures operational accuracy and a positive client experience through detailed system work, informed decision-making within defined authority limits, and cross-departmental collaboration. The Analyst also supports fraud monitoring and regulatory compliance for card programs.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Account Origination & Maintenance
- Process new account setups, credit limit adjustments, and account updates for consumer and commercial cardholders in accordance with internal policies and regulatory requirements.
- Handle a high volume of internal service requests (e.g., ServiceNow tickets) related to cardholder maintenance, digital self-servicing escalations, and account inquiries.
- Perform complex account research, resolving issues requiring advanced system knowledge and careful documentation.
Customer & Internal Support
- Respond promptly and accurately to phone and email inquiries regarding transactions, account status, disputes, and service issues.
- Serve as an operational resource for frontline associates by assisting with escalations and complex servicing questions.
- Support client and internal partner education on digital self-service capabilities.
Reconciliation, Reporting & Compliance
- Complete monthly, quarterly, and ad-hoc operational reports for management review and compliance tracking.
- Analyze daily/weekly/monthly reports to identify trends, support operational improvements, and ensure adherence to internal procedures.
- Monitor account activity and collaborate with fraud and compliance teams to address risk indicators.
Collaboration & Continuous Improvement
- Partner with internal business units to support process enhancements and service quality initiatives.
- Remain informed on regulatory and operational changes affecting electronic banking services.
- Participate in testing and feedback for system enhancements or upgrades.
Other
- Perform other job-related duties as assigned.
MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:
- High school diploma or equivalent required; college coursework or degree in business, finance, or related field preferred.
- Minimum of 1–2 years of experience in banking, financial services, or customer service operations.
- Prior experience with card servicing, account maintenance, or electronic banking systems strongly preferred.
- Working knowledge of applicable banking regulations, operational controls, and fraud monitoring preferred.
ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:
- Ability to travel if required to perform the essential job functions
- Ability to work under stress and meet deadlines
- Ability to operate related equipment to perform the essential job functions
- Ability to read and interpret a document if required to perform the essential job functions
- Ability to lift/move/carry approximately 10 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.
Skills Required
- High school diploma or equivalent
- Minimum of 1-2 years of experience in banking, financial services, or customer service operations
- Prior experience with card servicing, account maintenance, or electronic banking systems
- College coursework or degree in business, finance, or related field
- Working knowledge of applicable banking regulations, operational controls, and fraud monitoring
- Ability to respond promptly and accurately to phone and email inquiries
- Ability to perform complex account research and documentation
- Ability to travel if required to perform essential job functions
- Ability to work under stress and meet deadlines
- Ability to lift/move/carry approximately 10 pounds (with accommodation provisions)
- Ability to operate related equipment and read/interpret documents as required
Hancock Whitney Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hancock Whitney and has not been reviewed or approved by Hancock Whitney.
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Healthcare Strength — Core coverage includes medical, dental, vision, telehealth, and FSAs, with options such as a PPO and a CDHP. The CDHP includes company HSA contributions, and multiple comments characterize medical coverage as good or worth the premium.
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Retirement Support — A 401(k) offers a company match plus an additional employer contribution, with a true-up and an ESPP available. This structure is presented as competitive for a regional bank.
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Leave & Time Off Breadth — Time away includes vacation, sick leave, volunteer time, and bonding leave for birth/adoption/foster placement. The program outlines 11 paid holidays and front-loaded sick time, with vacation accruals that increase by role/tenure.
Hancock Whitney Insights
What We Do
We create opportunities for our clients and the communities we serve. We offer a wide array of banking and financial services at locations in Alabama, Florida, Louisiana, Mississippi and Texas. Through a steadfast commitment to our century-old core values we’ve created a company culture built around respect, diversity and teamwork that recently landed Hancock Whitney on Forbes’ list of America’s Best Midsize Employers. Our core values are lived out by the actions of our associates throughout our footprint. Commitment to service is not just something that we say on a poster. Its lived out in the actions of the women and men that seek to provide exceptional service every day in our local communities.
