Digital Banking Specialist

Position Summary The Digital Banking Specialist supports the administration, maintenance, and daily operations of the bank’s consumer digital banking platform, including the Banno Digital Platform. This role serves as a key internal resource for employees, providing support for digital banking services, troubleshooting issues, and ensuring a seamless customer experience across online and mobile channels. The Specialist works closely with internal teams and systems within the Jack Henry SilverLake environment to ensure digital banking services are accurate, efficient, and aligned with customer needs and bank standards. Primary Responsibilities and Accountabilities Digital Banking Support & Customer Experience Serve as a subject matter resource for consumer digital banking products and services within the Banno platform, including online banking, mobile banking, bill pay, eStatements, mobile deposit, and debit card controls. Provide support to employees and customers with digital banking needs, including login assistance, troubleshooting, enrollment support, and general navigation guidance. Resolve digital banking issues promptly while escalating system or service concerns as appropriate. Partner with Retail, Treasury Management, and Operations teams to support digital banking adoption, onboarding, and customer education. Digital Banking Operations & Administration Perform daily operational functions within Banno and related systems, including user maintenance, entitlements, service enrollment, reporting, and issue resolution. Monitor digital banking reports and perform routine system maintenance and cleanup activities. Support integrations between SilverLake and Banno by assisting with troubleshooting account visibility issues, data discrepancies, and service interruptions. Support testing, implementation, and rollout of digital banking updates, enhancements, integrations, and new features. Procedures, Training & Continuous Improvement Maintain digital banking procedures, job aids, and internal documentation to ensure consistency and accuracy. Assist with the development of training materials and serve as a resource for frontline and support staff on digital banking products and processes. Identify operational issues and recommend process improvements to enhance efficiency and the overall digital banking experience. Assist in gathering employee and customer feedback to support ongoing product and service enhancements. Compliance & Professional Development Maintain knowledge of and comply with all applicable bank policies, procedures, regulatory requirements, and information security standards, including BSA and AML requirements. Role Qualifications Education Preferred: 2-year or 4-year accounting, business or related degree. Experience 2+ years experience with digital banking platforms, preferably Banno Digital Platform or similar systems. Familiarity with core banking systems, preferably Jack Henry SilverLake. Other Skills and Abilities Effective communication and collaboration skills, with the ability to support both employees and customers. Ability to manage multiple priorities and work independently. Understanding of banking regulations and operational controls preferred. Demonstration of strong analytical and critical thinking skills. Attention to detail and ability to work independently. Knowledge of relevant fraud detection tools and software. Familiarity with banking regulations and security protocols. Polished and strong communication, written and listening skills. Ability to maintain confidentiality and manage sensitive information. Resourceful, well-organized and ability to multitask. Performance Measures Timely execution of Rocks, To-Dos, active participation in L10 meetings. Demonstration of Core Values. Fraud Loss Volume. Audit Performance. Working Conditions Work is performed largely within the bank with limited chance for personal injury. Prolonged and frequent mental and visual concentration required. Periodic stressful situations in response to multiple priorities within established deadlines. Work hours are generally during normal business hours. Unscheduled evening and weekend work may be needed to meet the needs of customers and employees. Occasional travel between offices and out‑of‑town/overnight business travel required. Must be able to lift and move up to 20 pounds of office supplies and equipment. Some bending, turning, and twisting required. Serves as a representative of the bank at appropriate functions. Work Locations NE MN MARKET: Hibbing, Chisholm, Cook, Mt. Iron, Grand Rapids, & Biwabik DULUTH/NORTH SHORE MARKET: Duluth, Hermantown, Two Harbors MINNEAPOLIS MARKET: Minneapolis General Notice This position description describes the general nature and level of work performed by the employee assigned to this position and should not be interpreted as all inclusive. It does not state or imply that these are the only duties and responsibilities assigned to the position. The employee may be required to perform other job‑related duties. All requirements are subject to change and to possible modification to reasonably accommodate individuals with a disability. This position description does not constitute an employment agreement between the bank and employee and is subject to change by the employer as the needs of the bank and requirements of the position change. Requirements High School Diploma or equivalent 2+ years experience with digital banking platforms, preferably Banno Digital Platform or similar systems. Familiarity with core banking systems, preferably Jack Henry SilverLake. #J-18808-Ljbffr