Digital Banking Specialist

Job Description

Job Description

• Provides consistent and exceptional customer service to all customers, prospects, and visitors.
• Maintains digital banking systems including online and mobile banking platforms, bill pay, P2P, mobile deposit and the integration of other services.
• Co-Administers Faster Payments services and networks.
• Provides technical support and troubleshooting for end users including staff and customers.
• Monitors and addresses conversations received through the Digital Banking platform and ensures that inquiries/requests are responded to appropriately and promptly.
• Ensures that training related to product information, including but not limited to feature enhancements, and other communication such as scheduled downtime/system availability are provided to internal staff and end-users as applicable in a timely manner.
• Assists with managing user access, permissions, and digital banking profiles.
• Continually monitors transaction, enrollment, and other data to detect anomalous/suspicious activity.
• Assists with preparation of usage reports for Management.
• Collaborates with compliance, security, and IT departments to ensure systems meet regulatory requirements.
• Monitors system performance and serves as a liaison between the bank and third-party vendors escalating as necessary to supervisory personnel to ensure service levels and support are maintained.
• Participates in vendor communications and system testing during updates or new product implementations and implements configuration changes necessary to support enhancements to improve user experience, security, and functionality.
• Stays current with and provides education of emerging digital banking trends, technologies, and fraud schemes to end users and staff.
• Other duties as assigned by Management.

Required Skills/Abilities:

• Strong understanding of digital banking systems and architecture.
• Knowledge of banking regulations and security protocols.
• Technical troubleshooting
• Detail-oriented with strong analytical and problem-solving skills.
• Excellent communication

Education and Experience:

• High school diploma or equivalent is required.
• 3 years prior banking experience in branch or deposit operations area preferred.

Physical Requirements:

• Must be able to lift up to 15 pounds at times.
• May need to stand for long periods of time.