Digital Banking Specialist I-Ii

Job Type
Full-time
Description
We are building a new Digital Banking Team in Roseville! Depending on experience, you could be the next Digital Banking Specialist I or II. Please see below for more details and we look forward to connecting with you! Apply today!
Summary: Digital Banking Specialist I:
Under direct supervision of the AVP, Digital Banking Supervisor, the Digital Banking Specialist I is responsible for ensuring the smooth operation of the Digital Banking Department by performing a variety of Online Account Opening and Digital Banking duties, including reviewing and decisioning online account applications and performing client outreach to understand and resolve Digital Banking inquiries. Administers, supports, and closes the loop on all client escalations related to online account opening and Digital Banking products and services.
Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.
Summary: Digital Banking Specialist II:
Under direct supervision of the AVP, Digital Banking Supervisor, the Digital Banking Specialist II is responsible for ensuring the smooth operation of the Digital Banking Department by performing a variety of Online Account Opening and Digital Banking duties, including providing thorough review of exception-based online account applications and using critical thinking and technical skills to troubleshoot uncommon Digital Banking issues and escalations. Works directly with internal teams and third-party vendors to close the loop on client escalations of a more technical nature.
Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.
Qualifications: Digital Banking Specialist I:

• High school diploma or equivalent required
• Minimum 1-2 years of back-office experience at a financial institution, preferably in online account opening and/or Digital Banking
• Excellent client service skills, both written and verbal
• Excellent organizational and time management skills with proven ability to prioritize and manage workload
• Proficient in providing technical level support
• Proficiency with Microsoft Office Suite including Word, Excel and Outlook required
• Ability to maintain regular attendance and work scheduled hours

Qualifications: Digital Banking Specialist II:

• High school diploma or equivalent required; Associate's degree preferred
• Minimum 2-3 years of back office experience at a financial institution, preferably in online account opening and/or Digital Banking
• Excellent client service skills, both written and verbal
• Excellent organizational and time management skills with proven ability to prioritize and manage workload
• Strong leadership and interpersonal skills; presents a positive and professional image
• Proficient in providing technical level support
• Proficiency with Microsoft Office Suite including Word, Excel and Outlook required
• Ability to maintain regular attendance and work scheduled hours

Essential Duties: Digital Banking Specialist I:

• Reviews and processes online applications for various account types in a timely manner, reviewing risk levels, coordinating with management and internal departments such as BSA and Compliance to decision applications
• Conducts thorough identity verification, account history review, and fraud prevention checks
• Communicates effectively with applicants and internal staff via phone and email to resolve questions and address concerns
• Collaborates with internal teams to obtain necessary approvals and complete account setup
• Maintains accurate and detailed records of all account opening activities
• Stays up-to-date on bank policies, procedures, and regulatory requirements
• Works with internal teams and third-party vendors to find resolutions to escalated issues within Poppy Bank's digital platform ecosystem
• Escalates online account opening and Digital Banking issues to appropriate member of team
• May act as an escalation point for clients, staff, and third-party vendors
• Communicates frequently with other departments and branch employees to resolve issues
• May assist in identifying operational or digital platform improvements
• Provides exceptional service to both internal and external clients
• Assists internal staff, clients, and vendors by answering questions related to accounts, procedures, and services. Provide support for clients via the phone, email, and secure messaging
• Assures attention to detail in all job functions to minimize risk
• Ensure that a professional image of the Bank is maintained both internally and externally
• Prioritizes, multi-tasks, and works effectively in a deadline-driven, fast-paced environment with daily fluctuating volumes
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned

Essential Duties: Digital Banking Specialist II:

• Works with internal teams and third-party vendors to find resolutions to complex and/or escalated issues within Poppy Bank's digital platform ecosystem
• Ensures online account opening and Digital Banking issues and escalations are reviewed, tested, and resolved, and that identified defects and/or enhancements are documented and communicated to appropriate parties
• Acts as an escalation point for clients, staff, and third-party vendors to quickly troubleshoot issues, ensuring optimal service levels
• Communicates frequently with other departments and branch employees to resolve issues
• Runs through test scripts to refine and debug new and existing digital products and services
• May assist with researching, gathering, and analyzing technical and business requirements in support of implementing organizational and department commitments
• Assists with drafting standard operating procedure documentation to ensure system integrity, identifying process improvements and automation opportunities where possible
• Consistently works to identify operational or digital platform improvements
• Independently performs test-and-learns of new consumer-centric digital experiences, both in the financial institution and non-FI space
• Provides exceptional service to both internal and external clients
• Provides training within the department as needed
• Reviews and processes online applications for various account types in a timely manner, reviewing risk levels, coordinating with management and internal departments such as BSA and Compliance to decision applications
• Conducts thorough identity verification, account history review, and fraud prevention checks
• Assists internal staff, clients, and vendors by answering questions related to accounts, procedures, and services. Provides support for clients via the phone, email, and secure messaging. Collaborates with internal teams to obtain necessary approvals and complete account setup
• Maintains accurate and detailed records of all account opening activities
• Stays up-to-date on bank policies, procedures, and regulatory requirements
• Continuously strives to improve the online account opening experience for increased client satisfaction
• Assures attention to detail in all job functions to minimize risk
• Ensures that a professional image of the Bank is maintained both internally and externally
• Prioritizes, multi-tasks, and works effectively in a deadline-driven, fast-paced environment with daily fluctuating volumes
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned

Supervisory Responsibilities (Both): These roles have no supervisory responsibilities.
Physical/Mental Demands & Work Environment (Both):
The incumbent in the course of performing this position frequently spends time writing, typing, speaking, listening, operating basic business equipment, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, walking, standing, reading documents or instruments, detailed work, problem solving, client contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. The incumbent for this position will occasionally lift up to 15 pounds, pull, squat, kneel and reach. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will. The work environment is typically quiet to a moderate noise level.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Management reserves the right to change this position description at any time.
Requirements
See qualifications above.
Poppy Bank provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
For San Francisco Postings, review Fair Chance Ordinance .
Poppy Bank Notice to Applicants CCPA & CPRA
Salary Description
$20.00-$30.34/hour DOE