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.
 

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.

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.

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.