JOB FUNCTION / SUMMARY: The Electronic Banking Services (EBS) Analyst is responsible for supporting the origination, servicing, and maintenance of consumer and commercial card accounts. This includes processing account updates, resolving escalated inquiries, researching disputes, and assisting internal partners with complex requests. The role ensures operational accuracy and a positive client experience through detailed system work, informed decision-making within defined authority limits, and cross-departmental collaboration. The Analyst also supports fraud monitoring and regulatory compliance for card programs.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Account Origination & Maintenance

• Process new account setups, credit limit adjustments, and account updates for consumer and commercial cardholders in accordance with internal policies and regulatory requirements.
• Handle a high volume of internal service requests (e.g., ServiceNow tickets) related to cardholder maintenance, digital self-servicing escalations, and account inquiries.
• Perform complex account research, resolving issues requiring advanced system knowledge and careful documentation.

Customer & Internal Support

• Respond promptly and accurately to phone and email inquiries regarding transactions, account status, disputes, and service issues.
• Serve as an operational resource for frontline associates by assisting with escalations and complex servicing questions.
• Support client and internal partner education on digital self-service capabilities.

Reconciliation, Reporting & Compliance

• Complete monthly, quarterly, and ad-hoc operational reports for management review and compliance tracking.
• Analyze daily/weekly/monthly reports to identify trends, support operational improvements, and ensure adherence to internal procedures.
• Monitor account activity and collaborate with fraud and compliance teams to address risk indicators.

Collaboration & Continuous Improvement

• Partner with internal business units to support process enhancements and service quality initiatives.
• Remain informed on regulatory and operational changes affecting electronic banking services.
• Participate in testing and feedback for system enhancements or upgrades.

Other

• Perform other job-related duties as assigned.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• High school diploma or equivalent required; college coursework or degree in business, finance, or related field preferred.
• Minimum of 1–2 years of experience in banking, financial services, or customer service operations.
• Prior experience with card servicing, account maintenance, or electronic banking systems strongly preferred.
• Working knowledge of applicable banking regulations, operational controls, and fraud monitoring preferred.

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 operate related equipment to perform the essential job functions
• Ability to read and interpret a document if required to perform the essential job functions
• Ability to lift/move/carry approximately 10 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 an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.