Online Banking Specialist

Company Description Guardian Savings Bank is a community-focused financial institution serving customers throughout Greater Cincinnati, Northern Kentucky, Lexington, and Louisville.

We pride ourselves on providing local service and personalized support.

As digital banking becomes increasingly important to our customers, Guardian Savings Bank is committed to delivering an exceptional online and mobile banking experience while providing knowledgeable and responsive customer support.

Purpose of the role The Online Banking Specialist is a customer-focused and technology-oriented position that serves as Guardian Savings Bank's primary subject matter expert for all online banking, mobile banking, and digital customer support functions.

This position is responsible for handling customer inquiries related to digital banking products and services, troubleshooting technical issues, resolving customer concerns, educating customers on digital banking tools, and working with internal departments and vendors to ensure timely issue resolution.

The position begins with structured branch training to develop a practical understanding of Guardians deposit products, customer service expectations, branch procedures, and digital banking processes.

Following the successful completion of branch training, the Online Banking Specialist will transition to a back-office support role and serve as a primary resource for online banking, mobile banking, and digital customer support.

The specialist will assist customers and employees, troubleshoot technical issues, resolve customer concerns, educate customers on digital banking tools, and coordinate with internal departments and third-party vendors when necessary.

This is a full-time onsite position.

Essential Duties and Responsibilities The position will begin with approximately 24 months of hands-on branch training to learn Guardians deposit products, customer service standards, digital banking tools, and operating processes before transitioning to the back-office Online Banking Specialist role.

Serves as the primary point of contact for all online banking and mobile banking customer inquiries.

Assists customers with online banking enrollment, password resets, account lockouts, profile maintenance, security settings, and multifactor authentication issues.

Provides support for mobile banking applications, mobile deposit services, external transfers, person-to-person payment services, digital statements, alerts, and related products.

Troubleshoots customer issues and works to achieve first-call resolution whenever possible.

Coordinates with third-party vendors and internal technology teams to resolve complex online banking issues.

Maintains expert-level knowledge of all online banking and mobile banking platforms utilized by Guardian Savings Bank.

Handles inbound customer calls, emails, and support requests related to digital banking services.

Research and resolves customer complaints involving online and mobile banking produ...