Senior Digital Banking Specialist

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