Digital Banking Specialist

JOB SUMMARY

The Digital Banking Specialist is responsible for a wide range of duties related to the bank’s digital banking and digital payments products and services for consumers and businesses. The role requires a higher level of knowledge in digital banking, bill payment, mobile banking apps, mobile deposit, eDocuments, Zelle, Fednow, digital business products and services, online loan payment service, ATMs, debit cards, credit cards, digital wallets and voice telephone banking, etc. This individual will be expected to know the basics of business digital banking products and services. The candidate must be able to assist with any other Digital Banking functions as needed. The position requires internal and external client contact and a good understanding of federal regulatory compliance issues and bank policies and procedures. Candidates for the position should be able to pay close attention to detail and have excellent problem solving and accounting skills and be familiar with a higher level of technical knowledge to assist users with troubleshooting issues. 

RESPONSIBILITIES

• Respond to telephone and email inquiries from clients and associates 
• Respond to Digital Banking Conversations, if applicable
• Perform daily functions for the above products, including but not limited to, profile maintenance, account and general ledger balancing, daily and monthly reporting, and return item and exception processing etc. 
• Reset client and associate passwords and two-factor authentication and enhanced security troubleshooting, including Secure Tokens. 
• Client card ordering and instant issue reporting and quality control
• Monitor enrollment for digital banking, bill pay, bank to bank, and mobile deposits 
• Monitor, review, and approve mobile deposit items 
• Regulation E error resolution 
• Monitor transactions for possible fraudulent activity and open tickets
• Scanning and/or quality control of all necessary items for record retention 
• Assist with system upgrade tasks and testing
• Communicate with vendors regarding system or client issues, when necessary 
• Perform assigned research and troubleshooting on any products managed by the Digital Banking Department  
• Promote and preserve JBT’s values and culture.
• Follow Bank policy and procedure to prevent fraud and financial crimes
• Other duties as assigned.

SKILLS

• Broad knowledge of departmental and Bank operating policies and procedures 
• Ability to deal effectively and tactfully with clients and associates 
• Ability to recognize irregular or suspicious transactions and take appropriate steps to prevent loss. 
• Proficient mathematic and analytical skills. 
• Good understanding of operations in other departments and bank retail outlets 
• Experience with using personal computers and common business applications such as Word, Excel, and Outlook. 
• Exposure to bank core accounting systems, Jack Henry Silverlake preferred. 
• Basic knowledge of ATMs; operation of, balancing and troubleshooting. 
• Basic knowledge of PCs, Internet Browsers, mobile devices and apps, and Operating Systems.
• Basic knowledge of regulations impacting digital banking and digital payments
• Ability to operate common business equipment such as copiers, printers, and scanners
• Above average problem solving and accounting skills
• Ability to lift 25 lbs.