Purpose 

The Digital Banking Specialist ensures smooth operation of the bank’s digital services, including internet banking, mobile deposit, cash management, online account opening, bill pay, and P2P transactions. This position is responsible for responding to customer inquiries, resolving issues, processing Regulation E disputes, and ensuring a seamless customer experience. In the absence of the Customer Care Supervisor, the Specialist acts as the primary contact to maintain high service standards.

Primary Duties

The primary duties and responsibilities will include, but not limited, to the following:

• Adheres to the Bank’s Mission, Vision, Core Values and Core Purpose while providing customers with timely, responsive, and exceptional service in accordance with the Bank’s customer service standards.
• Possesses knowledge of our core system, digital banking platform, and bank products/services with the ability to recognize, research and resolve issues in a timely manner.
• Provides secure, accurate, responsive, and courteous service to both internal and external customers related to electronic banking services.
• Provides support and processes ACH files for our cash management customers.
• Provides support and troubleshoots digital banking services including internet banking, cash management, remote deposit capture, mobile deposit, bill pay, P2P, online account opening, and eStatements to ensure reliable, secure, and seamless experience for our customers.
• Resolves escalated sign-in, navigation, and device-related issues, as well as browser issues such as clearing cookies, temp files, cache, etc.
• Supports the testing, launch, and implementation of new electronic banking products and services, as well as updates and new releases.
• Responds and directs all lead notifications received via website, as well as correspondence related to the info@efirsutnitedbank.com email address.
• Identifies, documents, and escalates issues and trends to the supervisor as necessary.
• Monitors digital banking reports and processes change requests such as email addresses, death alerts, removal of bill pay services for closed accounts, deactivation of inactive users, and other related tasks.
• Processes Reg E disputes and works closely with the retail team for resolution.
• Supports CARE Center as directed by the supervisor.
• Conducts a variety of routine operational tasks as assigned.
• Performs other duties as assigned and directed by management.

Working Conditions

Duties are performed in an office environment in a professional business setting. Position may require travel to community events/meetings, internal meetings/trainings and to banking centers.

Benefits Offered

Health, Dental, Vision, Life Insurance, Vacation, Sick Time, 401K Match, ESOP, Tuition Reimbursement, Short-Term and Long-Term Disability, Paid Holidays, EAP.

Qualifications

The candidate must possess strong communication, problem-solving, and analytical skills, with the ability to troubleshoot digital banking and electronic device issues. Additionally, they should demonstrate a proven track record of delivering prompt, efficient, and courteous service. The applicant should be knowledgeable about bank products, services, and procedures to effectively resolve customer inquiries. Key qualities include adaptability, active listening, and strong time management skills. Proficiency in digital banking channels, NuPoint, Microsoft Word, and Excel is required. The candidate must have a positive attitude, multitask effectively, and thrive in a fast-paced environment. An Associate’s degree is preferred, along with a minimum of two years of banking experience in customer service, retail, E-services, or deposit operations, or an equivalent combination of education and experience.

Physical and/or Mental Requirements

May be required to sit for extended periods of time while performing job duties. May be required to lift and carry up to 20 pounds in the form of paperwork, files, or other items. Must be able to concentrate for extended periods of time, paying attention to detail.

AA/EEO/Disability/Vets