Senior Digital Banking Specialist
Job Details
Job Location
Remote - TN - Knoxville, TN
Remote Type
Fully Remote
Description
BASIC FUNCTION:
The Senior Digital Banking Specialist is responsible for high quality bank customer support and service focusing on online banking and online account acquisition through the Bank's digital platform. Responsible for enrollment, maintenance, and troubleshooting for all online banking customers. Possesses proficient knowledge of online/digital banking policies and procedures. Expected to accurately apply bank policies when assisting staff with online banking set up and maintenance. Effectively communicate with bank staff and customers regarding online banking to ensure a smooth and seamless customer user experience. Responsible for line of business testing, documentation, analysis for online banking (Q2) and online account opening (MANTL/Alloy) enhancements. Work closely with other departments and the Digital Solutions team to implement enhancement modules to modernize SouthEast Bank's online banking platform.
ESSENTIAL FUNCTIONS:
Digital Bank Operations/Administration
Efficiently manage online banking customer set up and maintenance functions to provide a high level of customer satisfaction.
Analyze, review, and complete CSR online banking requests documents for accuracy and retention.
Test, manage, and update online banking enhancement modules for online banking integration.
Test, manage, and update online account opening enhancements/sprints as needed.
Manage policies and procedures to ensure quality and customer service expectations are met.
Work closely with internal employees, including legal, compliance and deposit operations and report any suspicious activity.
Ensure preventive measures are carried out to fully comply with current rules, regulations, and internal policies relating to risks pertaining to BSA, USA Patriot Act, OFAC, and other AML related issues.
Back up the MANTL online account opening platform as application volume rises.
Customer Service
Provide excellent customer service to both internal and external customers, seeking proactive solutions and following up on inquiries, unanswered questions, issues that require additional input from other departments, and other matters that arise. Return phone calls, emails, and messages in a timely manner.
Serve as the primary point of contact for internal online banking inquiries. Be proactive in troubleshooting concerns to ensure excellent user experience.
Review and manage online customer communication (messaging).
Compliance
Review the Bank's information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud. Follow all guidelines for securing your accounts, access, systems, and information. Be proactive in identifying threats to information security and relay concerns to the information security team.
Diligently protect confidential information and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, etc. to be followed at all times.
Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions. Ask questions to clarify any uncertainty when issues arise.
Address with your supervisor questions about suspected violations of policy and procedure, and other laws and guidelines, as outlined in the Code of Conduct, including but not limited to the Bank Secrecy Act, Anti-Money Laundering Act, etc.
Participate in training sessions and policy updates, as necessary. Assist with coordination of scheduling as appropriate.
Activity
Ability to operate office equipment, telephones, and computers.
Ability to communicate fluently in English, in person, in writing, and on the computer.
Ability to hear, speak, and understand verbal communication.
Ability to read, write, count, and perform basic math functions.
Ability to move head, shoulders, neck, and arms freely (e.g., operation of office equipment)
Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.
Ability to lift up to 10 pounds, grasp, reach, and pull.
Ability to think, remember, learn new information, and apply cognitive data to job functions.
Ability to assess and concentrate on mental and physical tasks to see them to completion.
Ability to work with others to share information and solve problems.
Other
Maintain focus and professionalism during working hours, reserve personal matters for personal time. Be teachable, flexible, manageable, approachable, and helpful.
Work scheduled and other needed hours at the designated location(s)
Assist Management with scheduling and other issues as directed.
Accept additional work as needed and assist other managers or Team Members as needed.
All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.
Management or Bank policy may revise, delete, or add responsibility, as necessary.
SKILLS, KNOWLEDGE, AND TRAINING:
Working knowledge of core operating systems (DNA), online banking platforms (Q2), digital bank new account opening platform, either proprietary or third-party software (i.e., Mantl), KYC online technology (i.e., Alloy) and CRM systems (i.e., Salesforce/Tableau).
Advanced technical skills with solid proficiency in managing multiple requests simultaneously.
Able to move between projects / duties quickly and efficiently with excellent organizational and time management skills.
Professional demeanor, strong work ethic
Previous experience in digital banking sales and/or customer service
Strong verbal and written communication skills
Ability to build positive working relationships with customers and internal team members.
Ability to exhibit grace under pressure, while successfully navigating complex work assignments/situations efficiently and effectively
Ability to meet critical deadlines in a dynamic, rapidly changing environment.
Self-motivated, resourceful, productive on teams as well as independent work
Ability to work evenings, nights and weekend days and overtime when requested.
Experience handling high volume transactions.
Track record of successful high impact decision making.
REQUIREMENTS:
Associates degree with 2-3 years of prior digital banking experience preferred.
Working knowledge of DNA core and Q2 online banking software.
Maintain up-to-date knowledge of and adhere to all state and federal regulations that pertain to this position including but not limited to the Bank Secrecy Act, Consumer Privacy and Fair Lending.
Working knowledge of state and federal regulations including but not limited to the Bank Secrecy Act, Consumer Privacy and Fair Lending along with industry best practices that pertain to this position.
SouthEast Bank is an equal opportunity employer. It is our policy to treat all individuals equally, regardless of race, color, religion, sex, gender, national origin, disability, age, genetic information, sexual orientation, transgender/gender identity, sexual preference, or service in the armed forces.
