Digital Services Specialist

Job Details

Description

Position Purpose and Objectives:

Responsible for providing support to members and staff on digital channel products and services including Online Banking, Online Account Opening, Bill Pay and Remote Deposit Capture (technical support) through guidance and / or resolution to inquiries. In addition to delivering a high level of quality service this position will support daily operations included but not limited to managing high volumes of emails, posting funds to member accounts and appropriate GL’s and working of reports. This individual must possess excellent time management skills as well as the ability to multitask in a high demand environment.

Major Duties And Essential Functions

• Serve as a subject matter expert on digital channel products and services including Online Banking, Online Account Opening, Bill Pay and Remote Deposit Capture (technical support).
• Provide support (email, phone) on digital channel products and services for both staff and members.
• Process all member service request forms received via Online Banking for debit card privilege pay opt ins.
• Ensure accounts opened online are funded and the general ledger is reconciled on a monthly basis.
• Work all monthly, weekly, and daily reports assigned to the Digital Services department.
• Perform user acceptance testing for digital products and releases.
• Effectively communicate task and project status and escalate to management as necessary.
• Additional duties as assigned.
  
  

Positions directly supervised: None

Specific Knowledge, Skills, And Abilities Required For This Position

• Aptitude for learning and ability to follow procedures.
• Technical aptitude with strong ability to multi-task.
• Proficient in 10 key usage with a high accuracy rate.
• Proficient in the use of the internet and Microsoft Office projects: Word, Excel, Outlook.
• Ability to work independently as well as in a team environment and promote a positive attitude toward teamwork.
• Excellent communication skills, both written and verbal.
• Knowledge of banking products and services as well as digital banking.
• Demonstrates good judgement and discretion when dealing with sensitive topics.
• Willingness to accept additional responsibilities.
• Strong critical-thinking, logic and problem-solving skills.
• Conducts business with the highest standards of personal, professional, and ethical conduct.
• Comfortable in a fast-paced work environment while continuously learning on the job.
  
  

Experience

• Previous customer service experience.
• 2+ years financial industry experience
• 2+ years of experience in Digital or Online Banking Operations
• Bill Pay experience preferred
• Q2/Jack Henry experience preferred
  
  

Education: High school diploma or equivalency.

Physical Activities And Requirements Of This Position

CATEGORY

Description

Finger Dexterity

Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.

Grasping

Using fingers and palm on an object.

Talking

Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.

Repetitive Motions

Movements frequently and regularly required using the wrists, hands, and/or fingers.

Average Hearing

Able to hear average or normal conversations and receive ordinary information.

Average Visual Abilities

Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.

Compliance requirement

The responsibilities contained within this job description remain compliant with Bank Secrecy Act / Anti-Money Laundering, Office of Foreign Assets Control and USA PATRIOT Act as they apply to the duties of the position.

Disclaimer

The information in this job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job, which may vary on the department or the assignment. The actual essential duties, responsibilities and qualifications may vary by department, reporting structure and other business needs. No inference should be drawn that a specific job duty, responsibility or qualification is non-essential by its absence from this description.