Digital Servicing & Transaction Processing Representative

Garden City, NY/Hybrid
Salary Range: $55,000 - $65,000

The Digital Servicing & Transaction Processing Representative is responsible for reviewing high-risk transactions that are initiated through Apple Bank’s various digital channels. The Representative reviews high-risk money transfers and mRDC transactions to limit potential losses to the Bank and mitigate risk associated with digital money movement services. This position also monitors system queues of transactions, contacts customers as required to determine transaction validity, maintains customer profiles, supports the Customer Line call center, as well as our retail banking network through the Digital Banking Help Desk and conducts maintenance within various digital channels to support tier upgrades and other tasks that require file maintenance.

The successful candidate will be required to make sound business decisions and escalate specific use cases or fraud trends that are emerging, as well as make recommendations for the optimization of rulesets to improve the customer experience.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Review mRDC deposits for consumer banking, as well as business customers.
• Decision money movement transactions that are referred for review based on digital banking rulesets and defined business criteria.
• Contact customers as necessary to authenticate login attempts, transactions and/or transaction amounts before approving for posting.
• Escalate specific transactions or fraud trends as they emerge and ensure management is aware of potential losses.
• Process manual online banking setups and conduct file maintenance on customer profiles, including updates to limit tiers.
• Review online banking exception reporting to proactively correct issues to customer profiles (e.g., eStatement preferences, Bill Pay funding accounts, creation of miscellaneous accounts related to digital services).
• Complete potential loss reports in accordance with documented thresholds and internal policies.
• Troubleshoot client issues using digital services and respond to complaints in a timely manner.
• Support Online Help Desk and Visa Support call queues.
• Manage customer inquiries via secure messaging and email.
• Participate in audit and compliance reviews, as well as risk management testing and provide necessary samplings or examples as requested.
• Interact with management, audit, compliance, and regulators, as necessary.
• Assist Digital Banking Help Desk and GSR queues
• Perform other duties as requested.

SKILLS, EDUCATION, & EXPERIENCE

• Bachelor’s degree in a relevant field, or commensurate work experience.
• 3+ years of experience in financial services or digital banking; risk and control related experience preferred.
• Must have customer service and customer issue escalation experience.
• Knowledge of digital banking platforms and money movement services (mRDC BillPay, P2P, A2A) required.
• Ability to articulate and document business processes.
• Strong interpersonal and communication (verbal + written) skills.
• Able to make sound business decisions and investigate customer issues and concerns.
• Detail oriented and familiar with current fraud trends and emerging digital threats.

Visa sponsorship not available.

We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.