Digital Account Opening & Payments Specialist (onsite)

Digital Account Opening And Payments Specialist

Newtown Savings Bank is seeking an organized, self-motivated team player to join our Information Technology department as a Digital Account Opening & Payments Specialist. The Digital Account Opening and Payments Specialist supports the day-to-day administration, maintenance, and enhancement of the Bank's digital and remote account opening platforms and payment services. This role is responsible for system support, testing, vendor coordination, performance monitoring, and issue resolution to ensure efficient operations and a seamless customer experience.

Serve as product owner for the Bank's online account opening and digital payment solutions. Lead the end-to-end product lifecycle, including requirements, testing, and vendor management, to deliver seamless, secure, and user-friendly experiences. Collaborate with the VP, Digital Solutions and Customer Service Center to develop strategy and take ownership of its implementation. Work closely with stakeholders to define priorities, track performance metrics, and ensure initiatives align with the Bank's strategic goals, vision, and values.

This is an onsite opportunity at our corporate office in Newtown, CT. This role has a remote option of one day per week.

Primary Accountabilities/Responsibilities:

• Manage and support the Bank's digital and remote account opening channels and capabilities, including consumer and business deposit account origination platforms, identity verification tools, funding solutions, and onboarding technologies.
• Serve as the primary support resource and subject matter expert (SME) for the Bank's online account opening platform and digital onboarding processes.
• Support the execution of the Bank's payments strategy through the administration, enhancement, and ongoing optimization of payment services and channels.
• Serve as the subject matter expert (SME) for payment solutions, including ACH, wire transfers, RTP, FedNow, bill pay, and other electronic payment services.
• Serve as a subject matter expert and escalation resource for eServices and Treasury Management staff, supporting complex account opening and payment-related customer inquiries, operational challenges, and system issues.
• Serve as the central point of intake for issues, enhancement requests, vendor items, support cases, and operational inquiries related to digital account opening and payment services. Manage vendor relationships and escalations for supported account opening and payment platforms.
• Coordinate testing efforts for system enhancements, vendor releases, new payment capabilities, and process improvements. Develop test plans, execute testing, document results, and coordinate issue resolution.
• Support the evaluation and implementation of new account opening capabilities, payment services, and vendor solutions that enhance customer acquisition, onboarding, and payment experiences.
• Partner with Retail Banking, Marketing, and Product teams to align digital, remote, and in-branch account opening experiences, customer onboarding journeys and support digital acquisition initiatives, onboarding communications.
• Monitor application activity, conversion rates, abandonment trends, payment performance, customer adoption, and operational metrics to identify opportunities for improvement.
• Develop and maintain performance dashboards, KPIs, operational reporting, customer usage analytics, and vendor service-level metrics.
• Conduct impact assessments for system and process changes, ensuring stakeholder alignment, effective communication, training, and operational readiness.
• Develop and maintain procedures, process documentation, job aids, and training materials.

Position Requirements:

• 5+ years of banking-related experience, demonstrating an appropriate level of functional knowledge and skill required to effectively perform the job, as well as language, reasoning and analytical skills at a level normally acquired through completion of a bachelor's degree in business administration or related field.
• Self-starter with strong initiative, ability to take ownership and work independently as well as on a team.
• Critical thinker and highly analytical with ability to solve complex problems.
• Goal and deadline oriented; good time management skills.
• Vendor Relationship Management experience preferred
• Ability to design, develop, and communicate project deliverables (resource/communication plans, budgets, forecasts, etc.)
• Knowledge of business management tools including Microsoft PowerPoint, Word, and Excel.
• Skillful in communicating with a wide range of internal and external stakeholders including Bank leadership, employees, potential/existing customers, vendors, competitors, and business partners.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Any physical demand or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Full time employees also receive a complete benefit package including a generous 401(k), medical benefits, paid time off, and short- and long-term disability programs.

Newtown Savings Bank is an equal opportunity employer and complies with affirmative action programs for qualified veterans and individuals with disabilities. Newtown Savings Bank shall not discriminate against any employee or applicant for employment based on race, color, religion, gender, age, marital status, national origin/ancestry, sexual orientation, gender identity, disability status, protected veteran status, or any other legally protected status.