Job Description

Live here. Play here. Bank here. Work here.
If you\xe2\x80\x99re looking to build your career at a forward-thinking organization with deep community roots and a vision for growth, success, and giving back, you\xe2\x80\x99ve come to the right place.
Position Summary:
The Digital Banking Specialist role will display mastery of day-to-day department functions, including maintenance, report review and specializing in our Online Banking platform, including our Mobile App. This position supports our customers and the digital growth of the bank. General responsibilities of the Digital Banking Specialist include customer service, customer profile maintenance, reconcilements, research, troubleshooting, and vendor relations.

Essential Duties and Responsibilities:

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  Answer calls from Banking Centers, providing outstanding support and maintaining the department\xe2\x80\x99s SLAs, becoming a go-to for topics like minimum browser requirements and device specifications and generally enhancing the online banking experience
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  Learn and master the diverse functions of our Online Banking Platform, including Mobile Banking, Bill Pay, Mobile Deposit and P2P Transactions
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  Own and maintain online enrollment for all business customers, minors and international customers, while maintaining department SLAs
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  Perform research, data entry, maintenance, troubleshooting, transaction tracking and reconciliation reporting, including daily settlement accounts
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  Perform daily testing on critical, customer facing systems to ensure they are functioning properly, as well as monitor automated scripts and escalate any failures
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  Perform testing and provide support on annual upgrades, as needed
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  Handle general telephone, email and other inquiries from customers and co-workers
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  Identify and escalate customer/system issues as required, partnering with multiple vendors and other departments
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  Open and manage cases with multiple vendors, and follow up on resolutions
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  Carefully monitor transactions and activity for fraud, reaching out to customers as needed
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  Identify opportunities to innovate and process improve with the customer top of mind

Basic Qualifications :

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  High school diploma or general education degree (GED)

Preferred Qualifications:

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  1 to 3 years of banking, similar or relatable experience

Skills and Abilities:

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  Effective verbal and written communication skills
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  Effectively use technology to perform daily activities and service customers
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  Ability to collaborate and work successfully in a team environment as well as independently
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  Top-notch attention to detail skills to maintain the highest level of accuracy when handling daily functions
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  Outstanding customer service
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  Maintain a level of discretion and confidentiality while dealing with sensitive customer information

Supervisory Skills:

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  This job has no supervisory responsibilities

Career Path and Job Family:

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  Digital Banking Systems Administrator

The statements contained herein reflect general details as necessary to describe the principle functions for this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or to equalize peak work periods to balance workloads.