Digital Banking Officer - Banking

Position Overview

Under general supervision, the Digital Banking Officer is responsible for providing exceptional service and support to our Digital Banking clients, ensuring a seamless online banking experience. This role requires a strong understanding of Digital Banking platforms, excellent communication skills, and a proactive approach to problem-solving. This position is responsible for performing a wide variety of services, such as assisting clients with questions, changes, or concerns regarding Digital Banking products and services.

This position is responsible for implementing and maintaining new Digital Banking Services following the close of sale through initial client product usage. It ensures that products are correctly set up in accordance with published service level agreements, provides implementation support to the Relationship Managers and line unit personnel by providing and recommending the appropriate processes for implementing a product.

In this role, they will handle all Digital Banking related product offerings and processes, including account analysis, online and mobile banking, remote deposit, wire remittance, positive pay, ACH originations, and Bill Pay.

When necessary, the Digital Banking Officer will provide backup support to the Client Services Team by opening and servicing new and existing accounts and assuring compliance with all applicable State and Federal banking regulations, bank policies, and procedures, including, but not limited to, the Bank Secrecy Act/Anti-Money Laundering Program and Information Systems Security Policies.

Essential Functions and Job Duties

• Represents the Bank to clients in a courteous and professional manner.
• Provides prompt, efficient, and accurate service in processing requests and transactions.
• Determines clients’ Digital Banking needs, explains various banking services offered, and processes agreements related to Digital Banking services.
• Assist clients with navigating digital platforms, including online banking, mobile banking, and digital payment services.
• Educate clients on the features and functionalities of our Digital Banking products and services.
• Troubleshoot and resolve client inquiries, technical issues, and account-related concerns via phone, email, or chat.
• Proactively identify opportunities to improve clients' Digital Banking experience, providing management feedback as needed.
• Collaborate with cross-functional teams to address client feedback and enhance Digital Banking offerings.
• Conduct training sessions with clients regarding Digital Banking tools and processes.
• Assist the Digital Banking Supervisor with training internal staff regarding Digital Banking products and processes.
• Monitors activities in Bank’s general email inbox and Digital Banking chat platform.
• Analyzes, prepares, and presents Analyzed account statements, products and services to Relationship Managers and clients.
• Visits Remote Deposit Capture clients’ offices to perform regulatory-required site visits and equipment installations.
• Completes various reports related to banking transactions; reviews prepares and processes various daily operational reports, as well as the daily RDC/ACH/PosPay/Bill Pay checklist and Operations certifications.
• Resolves client concerns and inquiries; maintains contact with clients through telephone, chat, or written communication, as required.
• Performs other duties as assigned or as the situation dictates.

Required Knowledge and Experience

• College degree in business, related field or equivalent working experience:
• Minimum 5 years’ experience in banking or a financial institution required.
• Minimum 3 years’ experience in Treasury/Cash Management required.
• Knowledge of Microsoft Office programs such as Outlook, PowerPoint, Word and Excel; knowledge of the use of various types of office equipment such as multi-line phones, printers and scanners.
• Proficiency in the use of network and PC-based software applications including menu-driven work processing, spreadsheet, database, and information reporting software.
• ·Ability to gather, arrange, compile, interpret, analyze, summarize, and evaluate information and data to formulate conclusions and recommended actions.
• Strong written and verbal communication skills.
• Ability to interact effectively with management and staff at all levels.
• A high level of client service and interpersonal skills to communicate effectively throughout the Bank and to represent the Bank positively to current and potential clients.
• Ability to multi-task between different stages of a Digital Banking package (approval, set-up, install and training, etc.).
• Must be a self-starter.
• Ability to work independently as well as part of a team.
• A thorough knowledge of all Bank products and services.
• Attention to detail.
• Strong organizational skills, including prioritizing, multi-task and maintaining well-organized electronic files.

Working Conditions/Physical Demands

Working conditions are generally good. The environment for this position is a non-confined, office-type setting that is mostly clean and comfortable. There is little discomfort caused by such factors as noise, heat or dust. In the course of performing the duties pertinent to the position, time will be spent writing, typing, speaking, listening, lifting (up to approximately 50 pounds), carrying, seeing (using close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching. Need to travel throughout the Bank’s service area.

Employee must assure compliance with all applicable State and Federal banking regulations, Bank policies and procedures, including but not limited to, the Bank Secrecy Act/Anti Money Laundering Program and Information Systems Security Policies.

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed, as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

BSF is an Equal Opportunity Employer. Recruitment, placement, and promotions are conducted without regard to an individual’s race, color, religion, sex, national origin, age, physical handicap, veteran status or sexual orientation, or any other classification protected by Federal, State, and local laws & ordinances. We will consider qualified candidates with criminal history in a manner consistent with the requirement of the San Francisco Fair Chance Ordinance. All qualified applicants are encouraged to apply.

Job Type: Full-time

Pay: $78,000.00 - $88,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Banking: 5 years (Required)
• Treasury/Cash Management management: 3 years (Required)
• Customer service: 3 years (Required)

Work Location: In person