Digital Support Specialist Ii

Job Purpose:

Digital Support Specialist II provides a full range of technical and general support to customers regarding Retail and Business Digital Banking; includes but not limited to, technical support for desktop and mobile banking, bill pay issues, and manages daily processing; resolves problems within given authority.

Exempt/Non-Exempt Criteria:

Digital Support Specialist II is a non-exempt position; receives limited supervision by the AVP Digital Banking Officer; works along with other Digital Support Specialists & Cash Management Specialists to cover various tasks within the department; assists with special projects and tasks for the Digital Banking area as directed; is reviewed for soundness of judgement, accuracy, meeting deadlines, and compliance.

Duties & Responsibilities:

• Provides lead support to Digital Support team for client technical support; step by step instruction and support via telephone, e-mail, remotely, or in person for the Bank’s digital banking system, Mobile Deposit, and Bill Pay; assists customers with related requirements such as browser or security settings, overall product usage, and training.
• Acts as a lead for routine telephone, email, and secure messaging requests for information regarding customer accounts and the Bank’s digital banking products in a timely and accurate manner; responds to customer inquiries or complaints and forwards messages to the branches as appropriate; troubleshoots and resolves problems within given authority.
• Provide lead support for digital banking profile management; Reviews the daily new account & closed account report, performs updates to customer profiles for authorized individuals, and manages inactive users.
• Acts as a lead for retail & business bill pay support; reviews and approves enrollment, responds to inquiries regarding payment status, biller management, stop payment requests, and user management; works with bill payment provider for troubleshooting and case management.
• Provides lead support for e-Statements; reviews and approves enrollment, performs maintenance and troubleshooting, and manages e-Statement notifications.

• Provides support for payment services; assists customers with originating ACH & wire payments; recipient data, template set up, and schedule recurring payments.

• Provides support for credential management, token management, Secure Access Code (SAC) delivery; assists users with password resets, issues and manages soft/hard tokens, and updates SAC delivery methods.
• Creates and manages support cases within the Bank’s ticket tracking system timely and according to department standards.
• Processes daily digital banking transactions; processes stop payment orders, address change requests, and check orders.

• Directly responsible for the following functions, including but not limited to:
  • Support for Digital Banking, and related products within the delivery channel (i.e. CPFM, Apple Watch, etc.)
  • Digital Banking profile management
  • Password and Token support
  • Mobile Banking & Mobile Deposit support
  • Retail & Business Bill Pay enrollment & support
  • Payment services support
  • Transaction processing
  • E-Statements enrollment & support
  • Support ticket management

General:

• Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
• Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.

Compliance:

• Comply with all bank policies and procedures and all applicable government regulations including, but not limited to Reg CC, Reg E, Reg D, UCC, NACHA Rules, staying current and knowledgeable of all policies, procedures and regulations related to the job functions and completing all assigned training on time, requesting additional training as needed to be proficient in all job responsibilities; cooperating with internal and external auditors and bank examiners by providing full cooperation and timely delivery of requested documentation and information; and reporting concerns about compliance to the Compliance Officer to enable prompt remediation.
• Comply with Bank policies and procedures relating to the Bank Secrecy Act (BSA), and Anti Money Laundering (AML) and Office of Foreign Asset Control (OFAC) guidance. Report suspicious activity to the BSA Department through a Suspicious Incident Report (SIR).
• Adhere to privacy and information security policies, and ensure all sensitive internal and external customer information is properly secured and safeguarded. Use secure methods delivering client and/or confidential data by email.

Qualifications:

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• At least two years of progressively responsible applicable experience within a financial institution, including banking information systems and/or financial services products.
• Associate’s degree (AA) or equivalent from a college or technical trade school or other related experience and/or training. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be applicable to the financial industry.
• Basic knowledge of related state and federal banking compliance regulations, Bank policies and procedures.
• Basic experience, knowledge and training in lending and operations activities and terminology.
• Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.
• Excellent organizational and time management skills.
• Intermediate skills in operation of Bank issued computer equipment; word processing, spreadsheets, MS Office, and specialty software programs.
• Intermediate keyboarding skills to meet production needs of the position.
• Intermediate math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.
• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
• Ability to work with minimal supervision while performing duties.

Working Conditions & Physical Requirements:

This position must be able to accommodate to reading documents, detailed work, problem solving, customer contact, reasoning, math, language, presentations, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, and constant interruptions. Must be able to work occasional evenings and weekends.

The employee will be situated in an office type setting in which he or she is free to move about at will. It may include some minor annoyances such as noise, odors, drafts, etc.

The employee in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 20 pounds), driving, carrying, sitting, pulling, walking, standing, squatting, kneeling and reaching.

The employee for this position may operate any or all of the following: telephone, cell phone, copy and fax machines, adding machine (calculator), scanner and image systems, personal computer and related printers, or other equipment as directed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

Direct Reports:

Digital Support Specialist II does not have direct reports.