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 products. Identifies recurring issues, trends, and opportunities for process improvement. Develops and maintains online banking procedures, job aids, FAQs, and employee reference materials. Assists with employee training related to online banking products and services. Serves as an escalation resource for branch personnel and customer service representatives. Monitors system outages, vendor notifications, and customer-impacting events and communicates updates as appropriate. Promotes customer adoption of digital banking products and self-service tools. Assists with testing online banking enhancements, system upgrades, and new product implementations. Ensures compliance with all applicable bank policies, procedures, security requirements, and regulatory expectations. Maintains confidentiality of customer information and protects sensitive data. Performs other duties as assigned. Education and Experience High School Diploma required. Minimum two years of banking, customer service, or digital banking experience preferred. Experience supporting online banking, mobile banking, or other digital financial services strongly preferred. Job competencies Exceptional customer service and communication skills. Ability to de-escalate frustrated customer situations while maintaining professionalism. Demonstrated comfort learning new software, mobile applications, and technology platforms. Strong troubleshooting and analytical skills. Ability to explain technical concepts in customer-friendly language. Strong attention to detail and organizational skills. Ability to manage multiple priorities in a fast-paced environment. Working knowledge of banking operations, deposits, and electronic banking services. Proficiency with Microsoft Office products, including Outlook, Excel, and Word. Demonstrated ability to work independently and make sound decisions. Self-motivated and results oriented. Team player with a positive attitude. Ability to maintain confidentiality and handle sensitive customer information. Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required for this position. Duties, responsibilities and activities may change at any time; with or without notice. Guardian Savings Bank is an Equal Employment Opportunity and Affirmative Action Employer and will make all employment-related decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.