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- 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.
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