Digital Banking Specialist

Digital Banking Specialist

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.