Digital Banking Representative

GENERAL SUMMARY

ESSENTIAL FUNCTIONS/MAJOR DUTIES

• Maintains a working knowledge of Microsoft Word, Excel, and associated software and equipment

• Maintains expertise in all Retail and Business digital banking platforms and all available services from both an end-user and technical perspective.

• Maintains a working knowledge of Fraud portals and acts to mitigate fraud as needed. This includes decision making and providing direction to Retail offices regarding application accesses.

• Answers incoming phone calls, emails, secure messages, and chats related to all cash management and digital banking solutions in absence of Treasury Management Specialist or as needed.

• Assists with testing, implementing, and maintaining new features and enhancements.

• Supports digital banking initiatives to attain desired account growth, service quality, and profit objectives.

• ·Maintain and improve quality results by adhering to policy and procedure guidelines and recommending improved procedures.

• Track to completion, client issues related to supported solutions.

DUTIES SUPPORTING ESSENTIAL FUNCTIONS

• Possess a strong knowledge and understanding of all digital banking and cash management solutions. Ability to understand uses of various solutions available to retail and commercial banking customers. Capable of demonstrating benefits and capabilities of defined solutions.
• Respond to internal and external customer inquiries regarding Digital Banking and Cash Management solutions (including, but not limited to, mobile banking, digital banking, bill pay, e-Statements, positive pay, account reconciliation, remittance processing, wires, ACH and RDC) via telephone, email, secure messaging, and chat.
• Review and decision RDA deposits (approve, hold, reject, or refer) in accordance with bank policy, procedures, and assigned limits.
• Monitor daily activity for potential fraud indicators, unusual transactions, and account anomalies, document findings and escalate concerns promptly.
• Communicate with offices to obtain missing information, clarify deposit details, and coordinate corrective actions.
• Provide responsive internal customer service, including status updates and guidance on RDA deposit requirements.
• Maintains a thorough working knowledge of all digital banking products and services.
• Partner with Treasury Management Specialist to set up treasury management products and services for business customers.
• Assist with collection of onboarding information and completion of set up or system entries.
• Coordinate internal communications to ensure product set up aligns with customer timelines and bank procedures.

SCOPE OF POSITION

MINIMUM QUALIFICATIONS

• Prior customer service experience
• Attention to detail, especially in a fast-paced environment, with documents and working with sensitive data, appearing repetitive in nature
• Must be able to prioritize quickly and maintain organization in a fast-paced environment with multiple specific deadlines throughout the day
• Ability to work with minimal supervision
• Proficient in reading, writing, grammar, typing, various computer programs, mathematical and basic accounting skills
• Exceptional interpersonal skills to work with others
• Previous working knowledge in Silverlake/Jack Henry Products is highly preferred.
• Must be analytical minded to review information from a variety of sources to draw conclusions and solve problems
• Previous experience working with wire transfers, ACH or direct deposit services

• A high school diploma or equivalent required
• Some higher education or vocational training, specializing in Electronic Banking, Compliance and Regulations is preferred. 
• Minimum three (3) years of related experience is normally required.

• Subject to frequent interruptions
• Extensive time spent viewing a computer screen
• Subject to prolonged periods of time in a seated position