Role
The Digital Banking Specialist provides quality member service by responding to member digital banking requests and inquiries. Assess service required and resolve members discrepancies. Perform transactions and communicate with members by phone or electronically. Receive inbound Digital Banking telephone calls and serve as backup to the Telephone Sales and Services Representative function as needed.
Major Duties and Responsibilities
Provide members with an exceptional service experience by responding pleasantly, professionally, and efficiently to all telephone, remote secure messages (digital banking and mobile banking) and email correspondence. Serve in the capacity of Telephone Sales and Services Representative, as needed to handle inbound Digital Banking calls. Place outbound calls to resolve member inquiries and research requests. Add or update online membership and secondary accounts within the digital banking platform.
Serve as support for troubleshooting user issues with digital banking, bill pay, mobile banking, P2P, and other electronic channels. Support and provide superior service through various channels of communication including telephone, digital banking secure messages, Q2 and Spiceworks support tickets, and internal and external emails.
Monitor, Review, Process/Approve online membership applications. Review and approve requests to add secondary subscribers and additional accounts to pay bills to include researching late payments. Review cases with iPay on behalf of the member for bill payments paid electronically. Unblocking users includes resetting secure access emails and phone numbers and deactivating users. Remove access for external transfers using Q2central due to non-sufficient ACH transactions. Review and work cases in Q2 Sentinel / Q2 Patrol (Multi-Factor Authentication) triggered by unusual activity.
Maintain current and extensive knowledge of products and services offered within the organization. Responsible for creating, updating, and maintaining desk procedures relating to Digital Banking. Facilitate Digital Banking training to appropriate personnel as needed and ensure communication such as changes, updates, etc.are disseminated to staff. Interact with co-workers, managers, and members in a positive and professional manner which projects a positive image.
Remains cognizant of and adheres to Topside Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act. Review fraudulent activity alerts and approve within established parameters.
Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Patriot Act, and the Office of Foreign Assets Control.
Knowledge and Skills
Spanish speaking is a plus.
Experience
Two to five years of similar or related experience, including time spent in preparatory positions
Education/Certifications/Licenses
High School degree or GED required.
Interpersonal Skills
A significant level of trust, credibility, and diplomacy is required. In-depth dialogue, conversations, and explanations with members, direct and indirect reports and outside vendors can be of a sensitive and/ or highly confidential nature. Communications may involve motivating, influencing, educating, and/or advising others on matters of significance. Typically includes subject matter experts as well as first-level to middle managers.
Other Skills
Demonstrated experience with guiding online/mobile user experiences.
Physical Requirements
Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing/descending stairs in emergency situation. Must have familiarity with traditional digital banking platforms and affiliated products. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.
Working Conditions
Must be able to routinely perform work indoors in climate-controlled shared work areas with minimal noise. This position may be eligible for some remote work.
Mental and/or Emotional Requirements
Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate the highest levels of member service and discretion when dealing with the public' Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising the highest level of discretion on both internal and external confidential matters.
Acknowledgment
Nothing in this position description restricts managements right to assign or reassign duties and responsibilities to this job at any time.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.
TOPSIDE FCU is an Equal Opportunity Employer and does not discriminate against employees or applicants based on race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.