Summary

Process accounts and account applications opened and/or applied for via our Digital Account Opening Platform and servicing the customer’s account relationship with regard to cross selling products and services, issue resolution, and fraud situations. Process account applications for select Business applicants and work with other Divisions of the bank to service the account relationship.

Responsibilities

• Work with other Divisions of the bank and their Business Customers to process applications for Business accounts, accounts for Business owners and internal GCB accounts and service those accounts. This includes opening the accounts using Core, BPM and/or any future in branch account opening system, sending and receiving electronic documents, obtaining all required documentation, following CIP guidelines, facilitating Debit Card ordering, Check orders, monitoring for fraud, handling NSF situations, and providing excellent customer service.
• Monitor online accounts automatically uploaded to the core throughout the day to ensure all necessary paperwork has been received, there are no red flags for fraud and follow account closing process when necessary.
• Process Declined applications.
• Proactively manage online applications in each Queue to keep the application flowing to completion, either by obtaining all necessary information and documentation to open the account or determine that the application should be denied.
• Professionally engage customer and/or branch personnel to assist in keeping the application process flowing to completion.
• Handle funding processes.
• Take immediate action when fraud is suspected during account opening.
• Proactively manage relationship of customers opening accounts digitally including resolving issues, cross selling additional products and services, handling overdrafts, handling fraudulent and/or suspect fraud situations.
• Work closely with Branch when customer also maintains a relationship with one of the Branches/Officers to ensure needs of customer are being met.
• Work closely with Digital Banking to ensure that action is taken when suspect fraud situations occur and adding questionable users to the Watch List.
• Provide Digital Banking Support as assigned.
• Performs additional duties as assigned.

Required Skills/Experience/Education

• Highschool diploma required.
• 2 years experience in Business Account Opening and/or Digital (Electronic) Banking products.
• 2 years of Customer Service experience.
• Proficient on computer and mobile phone technologies and applications (Internet, smartphone apps, Bank applications).
• Highly organized and proactive; ability to work independently as well as collaborate effectively with other groups and teams.
• Strong written and verbal communication skills.
• Possess Microsoft office skills; intermediate knowledge of Outlook, Word, Excel, Access, and PowerPoint.

Essential Mental & Physical Requirements

• Ability to travel if required to perform the essential job functions.
• Ability to work under stress and meet deadlines.
• Ability to read and interpret a document if required to perform the essential job functions.
• Prolonged periods of sitting at a desk and working on a computer may be required.
• Ability to lift/move/carry approximately 15 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division any “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Gulf Coast Bank & Trust Company and its subsidiaries is committed to a diverse and inclusive workforce. We are committed to equal employment opportunities without regard to race, color, genetic information, religion, sex, affectional or sexual orientation, gender identity or expression, age, marital status, military and veteran status, physical and mental disability, and any other characteristic protected by applicable law. We believe in attracting, retaining, and promoting quality talent and recognize that our diversity is critical to the success of the company.