Digital Specialist I

First Bank•Cary, NC

13h

About The Position

The position of Digital Specialist I is responsible for daily, weekly, monthly and annual processing of Digital Banking services as required by the Bank and individual vendors or service providers. Incumbents may also provide efficient and effective service to customers, prospective customers and branch personnel via inbound telephone calls, email requests, secure messages, chat or other avenues approved by the Bank on a limited basis. This incumbent should be a customer service oriented, fast learner and able to work in a fast paced environment, manage multiple projects and duties simultaneously and handle extremely confidential information.

Requirements

Associates Degree; or the equivalent combination of education and experience. Work related experience should consist of duties in a business environment. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related. Digital Banking experience preferred.
Intermediate knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
Excellent organizational and time management skills. Ability to work with minimal supervision. Ability to prioritize work and responses to customers.
Intermediate skills in computer terminal and personal computer operation; mainframe computer system, word processing, spreadsheets, web-based programs and specialty software programs.
Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions. Application of Active Listening to effect problem solving for customer inquiries.
Analytical – Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs procedures as needed.
Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully.
Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Responds to requests for service and assistance.
Judgment – Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions. Escalates issues to management as appropriate.
Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Sets goals and objectives; Organizes or schedules other people and their tasks.
Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
Efficiency – Demonstrates accuracy and thoroughness; looks for ways to improve efficiency while balancing quality and service excellence; Applies feedback to improve performance; Monitors own work to ensure effective use of time.
Vision, hearing, speech, dexterity, visual concentration.
A valid driver’s license is required.
Must have the ability to stand, walk, sit and use hands and fingers.
Must have the ability to work the hours and days required to complete the essential functions of the position, as scheduled.
Learning, thinking, concentration, ability to exercise self-control, ability to work in a customer relations’ environment. Must be able to pay close attention to detail and be able to work as a member of a team. Must have the ability to interact effectively with co-workers and customers, and exercise self-control and diplomacy in customer and employee relations’ situations. Must have the ability to exercise discretion as well as appropriate judgments when necessary.

Nice To Haves

Additional preferred skills include customer service, product knowledge, quality focus, problem solving, attention to detail and documentation, conflict resolution, information analysis, and multi-tasking.

Responsibilities

Assists internal staff with Online Banking inquiries including, but not limited to: password resets; secure access code delivery/retrieval, basic system training; Mobile Deposit enrollment/check deposit; Remote Deposit Capture setup/troubleshooting; Positive Pay, Bill Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management and overall troubleshooting as needed to support overall service excellence to bank customers.
Support Business Support team training with commercial customers processing online Wires, ACH transactions, Remote Deposit Capture, and Positive Pay as needed.
Process ACH and other operational files daily as submitted via online or FTP.
Reconcile required GL accounts as instructed.
Assist Wire Room with processing of daily wire files submitted via online banking if needed.
Monitor online risk detection programs and respond to potential fraud notices immediately. Coordinate with Customer Service and Business Support for assistance with customer contact if needed.
Review online Bill Pay (Retail and Business) reports and maintain closed bill pay accounts.
Process Block/Unblock requests from Branch Operations, Operational Risk and/or Deposit Operations for online services as needed due to garnishments, levies, suspected fraud or other account issues.
Assist with the quarterly purge process for Online Banking.
Train on new products/services as implemented to be knowledgeable of same for overall customer and branch support.
Cross train on advanced products/services as needed for support of overall team needs and for potential advancement.
Participates in special projects and testing of new digital products and services as assigned.
Provide, present and promote Service Excellence to all external and internal customers.
Completes annual compliance courses.
Completes other training as assigned.
Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws including the Bank Secrecy Act.
Performs additional duties and responsibilities as directed.