Relationship Banker III, Digital Banking Center

Salary Grade : 14R

SUMMARY:

The Relationship Banker III, Digital Banking Center, is a key member of our Digital Banking Center team. This role is responsible for delivering superior customer experiences through real-time support via chat, email, and digital communication platforms.  The Specialist will manage and support online account opening and onboarding, ensuring a seamless, secure, and user-friendly process for clients. With a strong focus on fraud prevention, digital adoption, and critical decision-making, the Relationship Banker III will play a vital role in protecting client information and enhancing banking relationships. The Relationship Banker will also provide mentorship to level I and II team members and assist in coordinating workflow and quality assurance efforts to ensure operational excellence across all digital channels.

ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:

Customer Support & Digital Engagement 

1. Provide exceptional service across multiple digital channels including mobile/online banking chat (Banno Conversations), email, and occasionally by phone. 
2. Support customers with technical and transactional assistance, including digital banking setup, card services, alerts, travel notifications, disputes, and general inquiries.
3. Educate customers on digital banking features, encouraging adoption and self-service where appropriate. 
4. Maintain detailed and accurate documentation of all interactions within the CRM system.  

Digital Account Opening and Onboarding

1. Manage end-to-end support for online account opening processes, including application intake, identity verification, document collection, and onboarding.
2. Perform initial reviews of applications to identify incomplete, suspicious, or potentially fraudulent submissions.
3. Ensure seamless and timely communication with customers throughout the digital onboarding journey.
4. Collaborate with internal teams to escalate and resolve complex onboarding issues, maintaining compliance and positive customer experience.
5. Monitor and refine onboarding workflows for efficiency and customer satisfaction.

Fraud Prevention & Risk Management

Apply fraud prevention protocols and red-flag guidelines to identify and escalate potential threats.

Utilize secure authentication tools and procedures to validate customer identity and protect sensitive information.

Stay informed of emerging fraud trends and contribute to updates in digital risk mitigation practices.

Partner with internal fraud and compliance teams to support investigations and reporting as needed.

Product & Service Expertise:

1. Use a needs-based approach to recommend additional bank products and services that align with customer goals.
2. Stay current on digital banking tools, policy updates, and product offerings to provide informed support.
3. Team Leadership & Quality Assurance:
4. Serve as a resource for escalated or complex customer inquiries; use sound judgment to resolve or elevate issues appropriately.
5. Provide guidance and mentoring to level I–II teammate.
6. Assist in the development of work schedules and coverage for the Digital Banking team.
7. Review and spot-check Conversations for quality and compliance.
8. Create and maintain knowledge-based templates for common customer responses.
9. Identify opportunities for continuous process improvement and participate in implementation initiatives.

Compliance & Policy Adherence:

1. Adhere to all internal procedures and regulatory requirements, including privacy, security, and data protection policies.
2. Perform duties in accordance with state and federal banking laws and regulations.

QUALIFICATIONS:

EDUCATION & CERTIFICATIONS: (Minimum education required to perform the duties of this position)

• Bachelor’s degree preferred 
• Nationwide Mortgage Licensing System (NMLS) registration  
• Notary Public commission

KNOWLEDGE, SKILLS & ABILITIES:

• Minimum two years banking experience 
• Ability to mentor level I and II team members
• Ability to independently complete transactions and all platform services, including transactions, account opening (business and personal), home equity loans and lines, IRAs, etc.
• Ability to execute more complex account openings and transactions independently, e.g., business accounts,
• Demonstrated high level of judgement
• Proven customer relationship building experience
• Strong verbal and written communication skills
• Critical thinking, decision making and problem-solving skills
• Must have cyber security awareness to protect the digital environment, the Bank, and customers
• Ability to demonstrate core competencies for Relationship Banker III level

REQUIRED COMPETENCIES:

• Courage
• Technology Savviness/Digital Enthusiast
• Financial Comprehension
• Adaptability and Flexibility
• Sales Aptitude
• Eager and Agile Learner