Digital Banking Specialist
Northern Bank•Woburn, MA
3d•$23 - $34
About The Position
The Digital Banking Specialist I role is responsible for supporting and managing the end-to-end digital account opening process for retail and business customers. This role ensures a seamless customer experience while maintaining compliance with regulatory requirements, KYC/AML standards, and internal policies. The specialist acts as a bridge between customers, digital platforms and internal teams to resolve issues and optimize onboarding.
Requirements
- 3-5 years’ experience in Digital Banking, Banking Customer Service, Deposit Operations, Contact Center and/or Retail Banking
- Comprehensive knowledge of deposit products and banking services
- Comprehensive knowledge of the bank electronic services, including but not limited to, consumer and business electronic banking, mobile banking, bill-pay, external transfers, debit cards
- Working knowledge of Bank policies and procedures including those governed by Federal or State Regulations
Nice To Haves
- Experience/Knowledge of the following is preferred: MS Office applications, Harland Clarke Checking Ordering, FIS IBS Insight, CMSe for Debit and ATM Cards, and Salesforce CRM
Responsibilities
- Review, verify, and process online account opening applications accurately and within defined service-level agreements (SLAs)
- Perform customer due diligence KYC and AML checks in accordance with regulatory and bank policies
- Validate customer documentation and resolve discrepancies or missing information
- Communicate with customers via digital channels (email, chat, phone) to support onboarding and address inquiries
- Monitor and troubleshoot issues related to digital onboarding tools and account opening platforms
- Collaborate with compliance, fraud, IT, and operations teams to resolve exceptions and escalations
- Maintain accurate records and documentation in core banking and digital systems
- Identify trends, recurring issues, and opportunities to improve the online account opening process
- Ensure adherence to data privacy, security standards, and regulatory requirements
- Support testing and rollout of new digital banking features related to onboarding
- Manage daily returned mail for the Bank
- Perform other Bank related functions as may be required
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
