Online Banking & Mobile Support (Corporate Square Office)

The Fidelity Bank Promise: To be the Number One Community Bank with the Best Customer Service in Town. Fidelity Bank is a full-service bank with over 65 bank branches located throughout metro Atlanta and Florida. Additionally, Fidelity Bank operates Wealth Management, SBA, Commercial, Indirect Automobile Financing, Construction Lending, and Mortgage offices throughout the Southeast.

Fidelity Bank is looking for someone to join our Digital Banking team in an Online Banking and Mobile Support position! This position assists new and existing customers with the Online Banking and Mobile channels by answering questions regarding system functionality as well as banking product questions within that channel. serving new and existing online and mobile products and services in a call center environment. Customer questions range from concerns about their accounts, Check cards, Online Banking, mobile banking, and online bill pay through phone calls, emails and online banking messages.

Essential Duties and Responsibilities:

Using policies and procedures, assists new and existing Fidelity Bank customers in a call center environment.
Process requests to add/change online account access (internal or external), close accounts, etc.
Manages online enrollment requests (commercial / retail online banking, online bill pay, etc.).
Effectively and professionally responds to written inquiries via email or secure message.
Process daily fees generated from customers’ online banking activities.
Assist customers with questions regarding the use of Online Banking
Support customers with general questions regarding mobile phone functionality.
Participate in testing of new Online and mobile banking products prior to general customer release
Accurately complete various monthly account reconciliations

Disclaimer: This job summary should not be construed to imply that these requirements are the exclusive standards of the position. Employees will follow any other instructions and perform other related duties as may be required by their supervisor.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

Qualifications

Skills

Required

Customer Service

Advanced

Computer

Advanced

Banking Experience

Intermediate

Behaviors

Preferred

Enthusiastic: Shows intense and eager enjoyment and interest