Digital Banking Specialist


Position: Digital Banking Specialist

Reports to: AVP Central Operations Manager or Chief Compliance Risk Officer

Job Summary:

The Digital Banking Specialist is responsible for performing operational and technical support duties of Digital Banking but is not limited to Retail or Business Online Banking/Mobile Banking, ACH online, Wire online, Bill Payment, Remote Deposit Capture, Mobile Deposit Capture, and Quicken/Quickbooks. Provides a full range of professional, technical, and general support to customers and Bank personnel; performs customer setups; prepares contracts and maintains customer files; tracks sales records; monitors product usage and system operation; resolves problems within given authority. Provides Digital Banking services to prospects, existing customers, and Bank personnel; and describes the features and benefits of Digital Banking products and services. Performs daily tasks; reviews reports; prepares correspondence; and participates in special department projects.

Major Duties and Responsibilities:

Specific duties and responsibilities for Digital Banking Specialist include, but are not limited to:

    • Provide Digital Banking expertise for Beacon employees as they serve customers with Digital Banking needs, including hardware and software troubleshooting and diagnosis.

    • Pull Digital Banking reports and perform manual clean-up of data (inactive, eStatement changes, removing closed accounts from Bill Pay, etc.)

    • Be one of the go-to people for Digital Banking knowledge in the bank, including knowledge of processes, systems, policy, and procedures.

    • Process Digital Banking operational functions; complete and maintain Digital Banking product and service documentation, procedures, and forms.

    • Assist in developing and maintaining training on online banking products and act as a resource for Beacon employees.

    • Proactively look for ways to solve Digital Banking problems and to improve Digital Banking processes, reporting, etc.

    • Ensure remarkable customer experiences in our digital and remote service channels. Resolve customer complaints and issues promptly and communicate all customer service-related issues/problems to management.

    • Perform market research to stay abreast of the rapidly evolving digital channel space. Conduct competitive product and pricing analyses for profitability review.

    • Assist in periodic reviews of product offerings or bundling, customer surveys, and recommend product and service upgrades and enhancements to meet competitive products.

    • Participate in implementing new Digital Banking products, testing, and post-implementation support of online banking service products, including product marketing, to increase awareness and adoption rates both internally and externally.

    • Keep informed of current activities in the Digital Banking field, including new products and other general information about customers.

    • Work closely with branches and Relationship Managers for Digital Banking products and services.

    • Upsell or cross-sell Digital Banking products to prospects or existing customers, explaining the benefits of the products/services.

    • Perform and support Central Operations functions but not limited to tellers, opening new accounts, and all areas of Operations.

    • Maintain knowledge and ensure 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. Timely completion of Compliance training.

    • Perform other duties as assigned.

Minimum Qualifications:

    • Bachelor’s degree in business administration or related field or equivalent work experience.

    • Minimum of two years of banking experience and technical support, preferably.

    • Ability to travel to other branches as needed.

    • Strong written and verbal communication skills.

    • Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) products is required.

    • Ability to effectively troubleshoot computer-related issues.

    • Ability to interact positively with customers, strong team player.

    • Maintain a respectful, courteous work environment free of unlawful discrimination and
      harassment of any kind.

Desired Skills and Aptitude:

    • Have a passion for technology.

    • Must be a self-starter, dependable, and accurate in completing responsibilities with strong attention to detail and accuracy.

    • Strong problem-solving, analytical, research and decision-making abilities are required.

    • Take ownership of errors and finds ways to correct them appropriately.

    • Must be able to multitask and the ability to be flexible in adapting to change.

    • Ability to organize and prioritize work and manage projects.

    • Cross-selling products experience.

    • Experience in Fiserv systems/applications is desirable.

Physical Requirements:

    • Ability to work in a standard banking environment.

    • Occasionally required to lift and/or move up to 10-25 lbs. of force.

    • Ability to sit for up to 8 hours per day with time on the telephone and/or at the computer.

    • Ability to type at a computer keyboard and view a computer monitor for up to 8 hours daily.

    • Ability to use and facsimile, photocopier, and other general office equipment frequently.

    • Ability to apply logic and reasoning to carry out detailed, varied, and multi-step instructions and solve complex problems involving multiple concurrent tasks.

    • Uses fingers and hands to make small movements, e.g., typing and operating office equipment.

Beacon Business Bank is an Equal Opportunity Employer, drug-free workplace, and complies with ADA regulations as applicable.
Rev. 6-2021