Business Digital Banking Specialist I

Charlesbridge•Dedham, MA

8d•Onsite

About The Position

The Business Digital Banking Specialist I is responsible for providing frontline support for Charlesbridge’s business digital banking platforms, including Business Online Banking, ACH, Wires, and Remote Deposit Capture (RDC). This role assists business clients and internal partners by troubleshooting access issues, maintaining user profiles and permissions, and documenting procedures to support consistent service delivery. The Specialist monitors daily digital banking activity, reviews system reports, and supports Treasury Management with onboarding and maintenance of digital services. This position also helps identify recurring issues, recommends process improvements, and escalates complex cases as needed.

Requirements

Minimum of 12 months (1 year) of experience in digital banking, electronic banking operations, or related financial services role.
Prior experience troubleshooting technical issues or working with IT partners/vendor support strongly preferred.
Familiarity with digital fraud prevention tools, risk indicators, and secure banking practices.
Proficiency with Microsoft Office Suite; ability to document procedures clearly and consistently.
Strong attention to detail and accuracy when reviewing high risk transactions or system activity.
Ability to identify process inefficiencies and contribute to continuous improvement initiatives.
Demonstrated professionalism and discretion when handling sensitive or confidential information.
Ability to manage multiple tasks in a fast paced environment while maintaining accuracy.
Basic knowledge of the banking and financial services industry including federal laws and regulations.
Willingness to gain new knowledge and technical skills.
Intermediate typing skills to meet the production needs of the position.
Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

Responsibilities

Provide first-level support for business digital banking platforms including Business Online Banking, ACH, Wires, Remote Deposit Capture (RDC), and user access issues.
Troubleshoot routine user access, password resets, token issues, system navigation, and entitlement requests.
Assist with the setup, modification, and maintenance of business user profiles and permissions.
Escalate complex issues to the Business Digital Banking Specialist II or Officer as appropriate.
Document procedures, known issues, and resolutions for internal use and training.
Assist with basic system validation and testing related to updates, patches, and new releases.
Monitor daily digital banking activity including ACH batches, wire templates, RDC deposits, and user administration requests.
Review system-generated reports for accuracy and flag exceptions for further review.
Support Treasury Management with onboarding tasks such as initial setup of Business Online Banking services.
Assist with processing business account maintenance requests related to digital services.
Identify recurring issues and recommend improvements to procedures or training materials.
Review fraud alerts or unusual activity and escalate when necessary.
Demonstrate professionalism, accuracy, and discretion in handling sensitive business client information.
Maintain working knowledge of business digital banking systems, policies, and compliance requirements.
Communicate clearly with branches, Treasury Management, IT, vendors, and business clients.
Exhibit strong organizational, analytical, and problem-solving skills.
Complete all internal Company training as assigned and required.
Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
Exhibit the ability and desire to embrace and enhance the Company culture.
Participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.