DIGITAL BANKING SUPPORT SPECIALIST

Job Title: Digital Banking Support Specialist

Position Reports to: Vice President, Deposit Ops and eServices                                                  

Objective: We are seeking a knowledgeable and engaging Trainer & Digital Banking Support Specialist to deliver comprehensive training programs and support for our Cash Management/Treasury Management products & services. The ideal candidate will have a strong background in Cash Management/Treasury Management Digital Banking operations, knowledge of Cash Management/Treasury Management Products & Services, excellent communication skills, and a passion for helping others succeed.

Essential Functions & Responsibilities:

Client Service / Satisfaction / Experience

• Ensure each and every Platinum Bank client receives unparalleled customer service.
• Owner of Platinum Standards client service standards

Primary Responsibilities:

• System set up and maintenance: Cash Management on-line banking products and services

• Provide exceptional customer service: Evaluate and prioritize service requests received via phone, voicemail, email, and chat specifically related to on-line banking products and services including
• Problem solving and error resolution: Collaborate with internal teams to escalate and resolve complex issues efficiently.
• Risk Management and Fraud Detection: Demonstrates a keen eye for identifying potential risks and fraudulent activities, ensuring the security and integrity of digital banking operations.
• Create, maintain, and follow policies and procedures: understanding of regulation and policy pertaining to Digital Banking
• Prepares & manages documents: Scanning and filing documents as needed.
• Analyze and evaluate service requests: Identify trends and make recommendations
• Statistics: Track, monitor and report monthly statistics pertaining to calls, emails and chats
• Monitor & process: ACH Origination through Secure File Transfer
• Knowledge of system integrations: Digital Banking products with the Core banking system, middleware and third-party vendors
• Assist with other departments responsibilities: as needed to help with overflow

Secondary Responsibilities:

• Training Delivery: Conduct training sessions for new and existing customers/users on the features and functionalities of the Cash Management online banking system

• Assessment and Feedback: Evaluate training effectiveness through assessments and feedback, making necessary adjustments to improve future training sessions.
• Support and Troubleshooting: Provide ongoing support to users, addressing questions and troubleshooting issues related to the online banking system.
• Documentation: Maintain accurate records of training sessions, participant progress, and feedback for continuous improvement.

QUALIFICATIONS

Education:

• Bachelor’s degree in finance, Business Administration, Education or a related field experience preferred
• 3-5 years of experience in banking or financial services, with a focus on Cash Management/Treasury Management product and services and Digital banking systems.

Knowledge, Skills & Abilities:

• Proven analytical and problem-solving abilities.
• Proven customer service skills
• Proven experience in training or instructional design
• Familiarity with e-learning platforms and training software
• Strong presentation and facilitation skills
• Ability to work independently and as part of a team
• High degree of adaptability to change
• Excellent communication and customer service skills (internal/external – customers, vendors, employees)
• Technical aptitude (network, hardware, software, database, phones etc.)
• Working knowledge of diagnostic utilities
• Familiarity with Jack Henry, Laser Pro, Synergy, software applications a plus
• Highly self-motivated and directed

Physical Demands:

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and talk or hear. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, peripheral vision, and depth perception. 

Work Environment:

• The working environment is typical for an office and does not require exposure to difficult or hazardous conditions.

This Position Description reflects management’s assignment of major responsibilities, which represent the most essential functions.  It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.  They may be subject to change at any time due to reasonable accommodation or other reasons.

EEO/AA

Member FDIC