The Digital Banking Group is a hybrid team based in our Main Office, located in Hingham. This role would be a hybrid role located in our DC Office, and responsible for our deposit operations functions, payments operations functions (issuer debit card, ACH, and wire transfers), our digital customer-facing tools, and management of our Fiserv Cleartouch core.
About the role
As a Cash Management Specialist, you will be responsible for delivering and supporting our consumer and business digital banking products including our digital first deposit business, cash management tools, and all of our payments system interfaces, including the Federal Reserve, and the Automated Clearing House (ACH) network. You will be the key point of contact for all consumer and business digital banking and payment operations that support our clients and client-facing teams, including our Specialized Deposit Group. This role has an in-office requirement.
Responsibilities
Service
- Partner with our Specialized Deposit Group to coordinate client’s banking services, including but not limited to account opening, maintenance and support with all of the Bank’s digital banking tools. Assist our commercial clients with their digital tools and payment solutions such as wires, ACH, RDC, positive pay and bill pay - including set-up,training and ongoing product support.
- Support our client-facing teams with consumer digital and payment solutions including digital banking, mobile banking, mobile deposit and bill pay.
- Support our consumer clients with account acquisition through digital first channels, including account opening, funding and ancillary services.
- Resolve complex client issues related to the various digital banking, digital first and payment tools, serving as the escalation point with vendors and internal teams.
- Identify opportunities to develop or modify existing workflows to deliver faster, higher-quality service to customers consistent with our broader risk limits
- This role requires employees to be in office.
Product
- Assist in defining or enhancing product strategies for digital and payment technologies to improve client experience and/or processing efficiencies related to digital banking, digital accounts and payment operations.
- Manage the digital banking, digital first and payment business, supporting business metrics and indicators for digital services including but not limited to usage and fraud monitoring
- Contribute to the development and ongoing assessment of operational policy and procedures, adjusting as needed in response to operational or regulatory changes
- Ability to manage incidents in terms of incident identification, scope assessment, solution analysis, remediation and communication efforts to client, internal teams and vendors through to resolution.
- Facilitate dialogue across functional areas and management levels.
Qualifications
Successful candidates will have a proven track record for delivering exceptional customer service and have in-depth knowledge and service experience with digital banking and electronic payment systems. Candidates will also demonstrate extensive knowledge of the rules and regulations governing payment processing, including but not limited to Regulation E, OFAC, and NACHA Operating Rules.
Minimum Qualifications:
- Track record for outstanding academic performance
- Strong analytical skill with the ability to collect, organize and disseminate significant amounts of information with attention to detail and accuracy
- Ability to apply logical and creative thinking to solve complex business problems.
- Strong written and verbal communication skill, including ability to organize and present ideas and information in a simple, concise and unambiguous manner.
- Resilient and able to work autonomously in the face of ambiguity
- Basic knowledge of various operating systems, browsers and mobile devices; proficient in Google software G Suite
Preferred Qualifications:
- Bachelor's degree preferred