Customer Care Digital Support Specialist I

First United Bank•Durant, OK

About The Position

This position provides service to Lines of Business and digital customers by helping ensure digital solutions operate at optimal levels. The specialist serves as a subject matter expert on digital channel products and processes, including Online Banking, Online Account Opening, Remote Deposit Capture, Positive Pay, and Bill Pay. The role connects Customer Care with other business units and departments, monitors and resolves or escalates digital support cases, investigates reported problems, supports partner cases, and identifies service quality concerns. It also performs user acceptance and regression testing, reviews Online Banking procedures, and completes special projects. Additional duties include attending digital product planning and development meetings as requested, completing annual compliance exams, adhering to company policies and procedures, and performing other duties assigned by a supervisor.

Requirements

High school diploma or GED required.
2–5 years of experience in Digital or Online Banking Operations required.
Good understanding of bank operations, products, and services required.
Knowledge of financial institution policies and procedures required.
Exceptional interpersonal skills and ability to work with a variety of people and personality types.
Ability to relate well with customers and employees through written, verbal, and non-verbal communication.
Good judgment and a strong sense of customer service.
Ability to quickly learn and adapt to new technologies.
Dependability demonstrated through good attendance and adherence to timelines and schedules.
Proficiency using the internet and Microsoft Office products, including Word, Excel, and Outlook.
Willingness to accept additional responsibilities and take initiative in completing projects.

Nice To Haves

6 months to a year of banking experience preferred.

Responsibilities

Serve as a subject matter expert on digital channel products and processes, including Online Banking, Online Account Opening, Remote Deposit Capture, Positive Pay, and Bill Pay.
Act as a liaison between Customer Care and other business units and departments.
Monitor, resolve, and escalate Salesforce Cases submitted by Lines of Business and routed to Digital Operations.
Investigate reported problems and attempt to replicate them to determine whether an issue is isolated or widespread.
Monitor and assist with partner support cases for digital products.
Recognize and report service quality concerns identified through customer interactions.
Perform User Acceptance Testing for digital products and releases.
Use the test environment to perform regression testing for releases implemented to resolve problems.
Review Online Banking procedures for accuracy.
Coordinate and complete special projects assigned by the Supervisor.
Attend meetings to assist in planning and developing digital products when requested by the Supervisor.
Complete required compliance exams annually.
Adhere to First United policies and procedures.
Perform other duties as assigned by the supervisor.