Customer Care Digital Support Specialist I

First United Bank•Durant, OK

8d•Onsite

About The Position

This position is responsible for providing exceptional service to Lines of Business and digital customers by ensuring digital solutions are operating at optimal levels.

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 with ability to work with a variety of people and personality types.
Relates well with customers and employees by all means of communication, including written, verbal, and non-verbal.
Demonstrates good judgment.
Possess a strong sense of customer service.
Ability to quickly learn and adapt to new technologies.
Demonstrates dependability through good attendance and adherence to timelines and schedules.
Proficient in the use of the internet and Microsoft Office products: Word, Excel, and Outlook.
Willingness to accept additional responsibilities.
Takes initiative in the completion of projects.

Nice To Haves

6 months to a year banking experience preferred.

Responsibilities

Serve as a subject matter expert on digital channel products and processes; including but not limited to 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 that are routed to Digital Operations.
Investigate reported problems and attempt to replicate them to determine if the issue is isolated or widespread.
Monitor and assist with partner support cases for digital products; including but not limited to Online Banking, Online Account Opening, Remote Deposit Capture, Positive Pay, and Bill Pay.
Recognize and report service quality concerns that may become apparent through customer interactions.
Perform User Acceptance Testing for digital products and releases.
Utilize test environment to perform regression testing for any releases that are implemented to resolve problems.
Review Online Banking procedures for accuracy.
Coordinate and complete special projects assigned by Supervisor.
Attends meetings to assist in the planning and development of digital products as requested by Supervisor.
Completes all required compliance exams on a yearly basis.
Adherence to all First United Policies and Procedures.
Other duties as assigned by supervisor.