Digital Account Review Specialist

Valley National Bank
$40,800.00-$68,000.00
United States, Florida, St. Petersburg
180 Fountain Parkway North (Show on map)
Nov 15, 2024
The Digital Account Review Specialist will verify account information on new accounts opened through online channel, verifying information obtained; decision accounts for approval, remediate discrepancies, and ensure CIP guidelines are followed. This individual will report suspicious information to appropriate departments and will assist customers with account opening inquiries, account information, and servicing requests. Monday-Friday 8am-6pm Responsibilities include but are not limited to: 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). Required Skills: 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. Required Experience: High school diploma or GED and a minimum of 3 years' related experience. Preferred Experience: Associate's degree or some college preferred. Branch account opening, CRM and/or platform experience preferred. Exact compensation may vary based on skills, experience, and location. $40,800.00 $68,000.00