Digital Banking Specialist I

Position Summary

This position is responsible for the administration, maintenance, and support of the bank’s digital offering with a focus on Mobile and Online Banking.  This individual is responsible for overseeing audit reviews and ensuring compliance with Bank policies and procedures. This position requires ongoing proficiency learning and process improvement recommendations.

After successful completion of onboarding/introductory period, this position is eligible for a hybrid work arrangement with availability expected during core business hours and a minimum of three days a week onsite.

Responsibilities

• Through collaboration with the bank’s other departments, Digital Banking Specialist 1 is responsible for ensuring online banking customers are configured correctly for optimal banking use. In addition, this role will be a subject matter expert on maintenance and troubleshooting, providing knowledge sharing and training to peer groups and customers alike.
• Follows Customer Support Model and provides ongoing feedback to the Digital Banking Manager regarding the frequency and types of support requests.
• Supports the bank’s internal teams and customers as outlined in Customer Support Model, opens and tracks COCC cases as needed. In this role, acts as liaison between TVB and COCC on a given case providing ongoing communication until issue is resolved. Digital Banking Specialist (1) will share case resolutions with team and relevant departments as needed for institutional awareness.
• Ensures all relevant Digital Banking agreements (Consumer and Business), procedures and workflow documentation is current.
• Responsible for equipment support and installations related to Business Cash Management and its various functions.
• Responsible for daily tasks, report reviews, queue monitoring and necessary maintenance related to main digital banking platform, cash management services and other ancillary products.
• Performs audits and ensures compliance with all applicable policies, procedures and regulations.
• Assists the Digital Banking Manager with various projects as needed.

Ideal Applicant: The ideal candidate should have experience in operations or retail banking and be looking to transfer customer service and banking knowledge to an ever-expanding offering of Digital Banking products and services. Many of our Digital Banking services need to be reviewed periodically with respect to upgrades and enhancements, the candidate should be excited and compelled to continually improve our offerings to best serve our customers and internal teams as well as performing back-office monitoring tasks to ensure procedure compliance and maintain regular surveillance over high risk activity connected to digital banking services. The role relies on participation and teamwork, and as such a collaborative and communicative candidate is essential. Training will be provided on all applications, but a successful candidate will bring their own passion for customer service and teamwork.

Supervisory Responsibilities

Number of employees supervised:  NA

Title(s) of employees supervised:  NA

Experience

Two or more years of related banking experience or equivalent combination of education and experience.

Specific Skills Required

Product Knowledge

Extensive knowledge of the bank’s Digital Banking and electronic payment products and services

Solid understanding of the bank’s deposit products and services

Communication Skills:

Must have strong inter-personal communication skills to effectively communicate with customers and employees.

Technology Skills

All employees are expected to possess basic technology skills including knowledge of basic PC skills. Additional levels of technology skills may be required based on specific duties of the position. Must be proficient in the Bank’s proprietary systems, and the Microsoft application Word, Outlook, Zoom, and Excel.

The Village Bank is an Equal Opportunity Employer
The Village Bank is committed to the policy of providing equal employment opportunities for employment, training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees without regard to sex, race, creed, color, religion, national origin, age, sexual orientation, gender identity or expression, veteran status, physical or mental disabilities, genetics or any other status protected by law.

Core Competencies

Village Banker - Provides the Village Bank experience and delivers on the Preferred Banking Pledge by extending exceptional service to both external and internal customers. Is a respectful, cooperative, and supportive team member. Supports the Bank's overall initiatives in the community through active involvement and participation.

Communication - Uses effective, clear communication and active listening skills with internal/external customers. Shares timely and accurate information to the relevant audience, including appropriate follow-up. Uses a professional tone both orally and in written communications. Respectful of the views and opinions of others.

Problem Solving - Identifies problems and considers contributing factors. Seeks and considers input from others. Recommends alternatives. Exhibits good judgment in decision-making. Implements a timely solution as appropriate.

Initiative - Proactively looks for ways to add value to the customer experience. Makes suggestions for process improvement and workflow efficiency. Takes action when appropriate. Seeks new opportunities to increase job skills and knowledge.

Risk Management - Adheres to and administers BSA, OFAC, anti-money laundering, CIP and security policies and procedures in order to limit risk and exposure to the Bank and its customers. Complies with all Bank policies and government regulations. Performs well in audits, as applicable.

Dependability – Consistently produces a great quality work product.  Is accurate and timely.  Meets established deadlines.  Maintains a positive attendance record by being punctual and reliable. Consistently and reliably manages Work from Home responsibilities, being available during regular business hours.

Physical Requirements

The employee must occasionally lift and/or move up to 25 pounds.

Security and Conduct

All employees are to follow prescribed security procedures, policies and banking regulations to ensure strict compliance with all regulations, the safety and well-being of the bank and its employees.  In addition, adherence to the BSA policies and procedures designated to the position and the ability to recognize and appropriately report suspicious activity to the BSA Officer are an important component of each job.    Any information acquired through the business of the bank is to be treated as strictly confidential information not to be improperly divulged to unauthorized individuals.  The Bank's objective is to provide customers and the communities we serve with high quality personalized service, innovative products and sound financial assistance, creating challenging career opportunities for our employees and a work environment that encourages their input and continued development.  We maintain a professional atmosphere for our customers as well as for our employees and expect all employees to adhere to the code of ethics and dress code at all times.  It is the policy of the Bank that employees maintain a working environment that encourages mutual respect, promotes civil and congenial relationships among employees and is free from all forms of harassment and violence.  Overall compliance with the Bank’s policies, security and codes of conduct are equally important in meeting overall performance objectives of the position.

Disclaimer

This job description is intended to describe the general nature and level of the work being performed by employees in this position. It is not intended to be a complete list of all responsibilities, duties, and skills required for this job classification. Managers may, at their discretion, assign or reassign duties and responsibilities to this job at any time.