Salary Range $20.50 - $24.00 Hourly
Level Entry
Position Type Full Time
Category Customer Service
Job Description
Title: Digital Banking Specialist I
FLSA Status: Non-exempt Employment Status: Full Time
Department: Deposit Operations Location: Operations Center/Hybrid Eligible
Reports To: VP, Operations
Date Prepared: July 10, 2024 Human Resources Review: July 16, 2024
SUMMARY:
Under the supervision of the VP, Operations, the Digital Banking Specialist I, is responsible for a wide variety of customer service tasks and performs daily duties and responsibilities related to Digital Banking. The Digital Banking Specialist answers incoming calls via phone and our virtual branch (Video Connect), handling basic inquiries related to digital product assistance and general account questions. Position will be cross trained in a variety of functions in digital and electronic services, and deposit operations to be able to fill in for other team members. Additionally, it is expected that this position embraces the established sales and service culture to maximize their contribution to the Bank's goals while keeping compliance practices in the forefront.
After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with an agreed upon number of days per-week/month on site.
Consistent availability is expected during core business hours. Work outside of regular business hours requires approval on an as needed basis to meet deadlines and fulfil the needs of both internal and external customers.
ESSENTIAL DUTIES and RESPONSIBILITIES:
The requirements listed are representative of the knowledge, skill, and/or ability required.
In the performance of respective tasks and duties, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
Performs various functions related to digital and electronic services in a timely matter consistent with bank procedures and compliance standards, including but not limited to iBanking, bill pay, Zelle, and electronic banking support as well as Reg E dispute resolution.
Responds to incoming calls from internal and external customers (consumer and business) regarding all digital and electronic banking as well as general deposit operations questions providing timely resolution.
Following retention guidelines, ensure all documents associated with daily tasks are scanned and archived into the cold storage system, overseeing the integrity, quality, and location of the documents.
Utilizes the bank's Video Connect system to answer customer calls related to digital and electronic banking issues.
Responds promptly and professionally to assigned iBanking message center and internal service desk requests that are received throughout the day.
Discovers customer needs through conversations, questions, and review of their accounts, and promotes and recommends Bank products and services based on their needs.
General:
Gain full knowledge of all operational policies and procedures
Effectively use tools and systems to be able to self-manage, organize, and complete work independently, proactively recognizing potential obstacles resolving them before they become an issue, managing to deadlines, creating action plans when not on track, enabling job functions to happen with minimal oversite and meeting conditions of satisfaction.
Use discretion in dealing with large amounts of sensitive, confidential information, while adhering to all Bank policies and procedures
Adhere to all company policies, consistently demonstrating our core values and service standards
In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.
Regular and consistent attendance is required to ensure the high standard of customer service.
Other duties as assigned, performing similar or related work as directed, required, or as situation dictates.
LEVEL OF RESPONSIBILITY:
Work is primarily routine responsibilities are completed with guidance and supervision relying on prior directly related experience and specific bank policies, and procedures.
This position interacts with other employees and customers, to investigate and resolve basic banking issues.
EQUIPMENT REQUIRED:
Smart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems .
HYBRID/REMOTE ENVIRONMENT:
Your physical remote location must provide a dedicated workspace that is free from distraction and provides adequate light to be regularly visible on video calls.
You must have access to a reliable internet connection with adequate bandwidth to join Teams and other video calls.
SKILLS REQUIRED:
High School diploma or equivalent with banking courses and/or related work experience typically 1-2 years in retail banking (Teller or Personal Banker) or deposit operations experience preferred.
General knowledge of Data Processing Systems COCC preferred.
Proficient in Microsoft 365 Suite products including, but not limited to Excel, Word, Outlook, Teams, and Sharepoint.
Solid understanding and application of administration activities with an understanding of office procedures and ability to operate standard office equipment.
COMPETENCIES:
Time management - Ability to multi- task, organize, work independently, accomplish tasks, and meet department timeframes despite frequent interruptions in a fast-paced environment while maintaining attention to detail.
Responds promptly and accurately to both external and internal customers' requests for information and coordinates appropriate follow-up.
A curious mindset that allows you to constantly learn and challenge the status quo.
Relationship Builder - Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy, and goals.
Outstanding communication/customer service skills (in person, over the phone or video conference)
Computer Technology Savvy - Utilize technology/systems to improve work processes and use a range of technology to solve problems.
LANGUAGE/COGNITIVE SKILLS:
The work skills described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The person in this position frequently communicates with all departments and customers, about banking products, services, bank accounts & transactions, and therefore must be able to exchange accurate information in these cases. They will need to use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports, and business correspondence, (Main Street Bank's standard language is English). As well as the ability to:
Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors, and other employees.
Define problems, collect data, establish facts, and draw valid conclusions.
Read, analyze, and interpret a variety of documents such as customer communications, system generated reports and Bank policies and procedures.
WORKING CONDITIONS AND PHYSICAL EFFORT:
The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is required to:
Physical Demands/Efforts
Occasionally lift and/or move up to 25 pounds, (i.e., files/boxes of files)
Regularly required to remain in a stationary position, greater than 75% of the time
Occasionally required to stoop and bend.
Mental & Visual Demands
Consistently operate a computer for extended periods of time
Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
Regular use of office productivity machinery (i.e., a calculator, copy machine, fax machine, computer printer).
Work Environment and Hazards
Occasionally move throughout the inside the department/Bank to access resources and individuals.
Occasional local travel for bank purposes and/or on behalf of the bank (i.e., training, community events).
The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.
When on site it is a general office environment where the noise level is moderate.
AMERICANS WITH DISABILITIES ACT
Main Street Bank complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.
Applicant Notice
Title: Digital Banking Specialist I Salary Grade: NE04
FLSA Status: Non-exempt Employment Status: Full Time
Department: Deposit Operations Location: Operations Center/Hybrid Eligible
Reports To: VP, Operations
Date Prepared: July 10, 2024 Human Resources Review: July 16, 2024
SUMMARY
Under the supervision of the VP, Operations, the Digital Banking Specialist I, is responsible for a wide variety of customer service tasks and performs daily duties and responsibilities related to Digital Banking. The Digital Banking Specialist answers incoming calls via phone and our virtual branch (Video Connect), handling basic inquiries related to digital product assistance and general account questions. Position will be cross trained in a variety of functions in digital and electronic services, and deposit operations to be able to fill in for other team members. Additionally, it is expected that this position embraces the established sales and service culture to maximize their contribution to the Bank's goals while keeping compliance practices in the forefront.
After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with an agreed upon number of days per-week/month on site.
Consistent availability is expected during core business hours. Work outside of regular business hours requires approval on an as needed basis to meet deadlines and fulfil the needs of both internal and external customers.
ESSENTIAL DUTIES and RESPONSIBILITIES:
The requirements listed are representative of the knowledge, skill, and/or ability required.
In the performance of respective tasks and duties, the employee is expected to successfully perform quality work within deadlines with or without supervision, interact professionally with other employees, customers and suppliers; work effectively as a team contributor on all assignments and work independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
Performs various functions related to digital and electronic services in a timely matter consistent with bank procedures and compliance standards, including but not limited to iBanking, bill pay, Zelle, and electronic banking support as well as Reg E dispute resolution.
Responds to incoming calls from internal and external customers (consumer and business) regarding all digital and electronic banking as well as general deposit operations questions providing timely resolution.
Following retention guidelines, ensure all documents associated with daily tasks are scanned and archived into the cold storage system, overseeing the integrity, quality, and location of the documents.
Utilizes the bank's Video Connect system to answer customer calls related to digital and electronic banking issues.
Responds promptly and professionally to assigned iBanking message center and internal service desk requests that are received throughout the day.
Discovers customer needs through conversations, questions, and review of their accounts, and promotes and recommends Bank products and services based on their needs.
General:
Gain full knowledge of all operational policies and procedures
Effectively use tools and systems to be able to self-manage, organize, and complete work independently, proactively recognizing potential obstacles resolving them before they become an issue, managing to deadlines, creating action plans when not on track, enabling job functions to happen with minimal oversite and meeting conditions of satisfaction.
Use discretion in dealing with large amounts of sensitive, confidential information, while adhering to all Bank policies and procedures
Adhere to all company policies, consistently demonstrating our core values and service standards
In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.
Regular and consistent attendance is required to ensure the high standard of customer service.
Other duties as assigned, performing similar or related work as directed, required, or as situation dictates.
LEVEL OF RESPONSIBILITY:
Work is primarily routine responsibilities are completed with guidance and supervision relying on prior directly related experience and specific bank policies, and procedures.
This position interacts with other employees and customers, to investigate and resolve basic banking issues.
EQUIPMENT REQUIRED:
Smart Phone - To enable the MFA (Multi Factor Authentication) facilitating access to MSB systems .
HYBRID/REMOTE ENVIRONMENT:
Your physical remote location must provide a dedicated workspace that is free from distraction and provides adequate light to be regularly visible on video calls.
You must have access to a reliable internet connection with adequate bandwidth to join Teams and other video calls.
SKILLS REQUIRED:
High School diploma or equivalent with banking courses and/or related work experience typically 1-2 years in retail banking (Teller or Personal Banker) or deposit operations experience preferred.
General knowledge of Data Processing Systems COCC preferred.
Proficient in Microsoft 365 Suite products including, but not limited to Excel, Word, Outlook, Teams, and Sharepoint.
Solid understanding and application of administration activities with an understanding of office procedures and ability to operate standard office equipment.
COMPETENCIES:
Time management - Ability to multi- task, organize, work independently, accomplish tasks, and meet department timeframes despite frequent interruptions in a fast-paced environment while maintaining attention to detail.
Responds promptly and accurately to both external and internal customers' requests for information and coordinates appropriate follow-up.
A curious mindset that allows you to constantly learn and challenge the status quo.
Relationship Builder - Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy, and goals.
Outstanding communication/customer service skills (in person, over the phone or video conference)
Computer Technology Savvy - Utilize technology/systems to improve work processes and use a range of technology to solve problems.
LANGUAGE/COGNITIVE SKILLS:
The work skills described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
The person in this position frequently communicates with all departments and customers, about banking products, services, bank accounts & transactions, and therefore must be able to exchange accurate information in these cases. They will need to use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports, and business correspondence, (Main Street Bank's standard language is English). As well as the ability to:
Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors, and other employees.
Define problems, collect data, establish facts, and draw valid conclusions.
Read, analyze, and interpret a variety of documents such as customer communications, system generated reports and Bank policies and procedures.
WORKING CONDITIONS AND PHYSICAL EFFORT:
The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is required to:
Physical Demands/Efforts
Occasionally lift and/or move up to 25 pounds, (i.e., files/boxes of files)
Regularly required to remain in a stationary position, greater than 75% of the time
Occasionally required to stoop and bend.
Mental & Visual Demands
Consistently operate a computer for extended periods of time
Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
Regular use of office productivity machinery (i.e., a calculator, copy machine, fax machine, computer printer).
Work Environment and Hazards
Occasionally move throughout the inside the department/Bank to access resources and individuals.
Occasional local travel for bank purposes and/or on behalf of the bank (i.e., training, community events).
The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.
When on site it is a general office environment where the noise level is moderate.
AMERICANS WITH DISABILITIES ACT
Main Street Bank complies with all aspects of the Americans with Disabilities Act (ADA) and state disability laws. This means that we will not discriminate against qualified individuals with a disability in any phase of the employment relationship including application for employment, hiring, promotions and/or advancement opportunities, termination, compensation, training and any other conditions or privileges of employment.
I Acknowledge:
That I have read the Job Description and I understand what would be expected of me and will be able to perform the essential job duties with or without accommodations.
That the Bank, in its sole discretion, reserves the right to assign or reassign duties and responsibilities to this job at any time.
That if employed by the Bank, I will be an at-will employee, and this job description does not constitute a contract of employment.
That applicants may be rejected if an interview, background check, credit check and/or Social Security Trace reveals unfavorable determinations such as that an applicant has been convicted of a felony or offense against property such as receipt of stolen property, larceny, embezzlement, burglary, or similar convictions.
Statements included in this description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all inclusive , other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, unless the accommodation would impose an undue hardship on the operation of our business.
Applicants/Staff Member Signature: _ Date:
Printed Name: __
Main Street Bank is an Equal Opportunity Employer , we are committed to recruiting, hiring, training, and promoting persons without regard to race, color, religion, national origin, citizenship, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, military service, genetic information, and gender identity.
