Digital Banking Administrator

River Run Services LLC•Newburyport, MA

14h

About The Position

River Run is a shared services organization that supports banking affiliates, Newburyport Bank, Pentucket Bank and Rollstone Bank & Trust. The Digital Banking Administrator manages user onboarding, digital banking services, business user administration, and reporting while resolving complex system and customer issues as a subject matter expert. This role ensures a high-quality user experience and supports operational efficiency across consumer and business digital banking platforms. There is flexibility for this position to be based out of either of our operations centers in Newburyport, MA or Fitchburg, MA.

Requirements

Customer Support:
Serve as the primary, as well as escalation point of contact for customer inquiries related to digital banking services, including online banking, mobile banking, and other electronic channels.
Provide prompt, accurate, and professional assistance to customers via phone, email, chat, and other digital communication channels.
Troubleshoot and resolve complex technical issues customers may encounter while using digital banking platforms.
Escalate extreme issues to appropriate technical teams or departments as needed.
Digital Banking Education:
Educate customers on the features, benefits, and functionality of the bank's digital banking products and services.
Guide customers through online and mobile banking processes, such as account setup, bill payment, and fund transfers.
Develop and maintain a strong understanding of the bank's digital banking offerings and stay up-to-date on new features and enhancements.
Create and update customer support materials, including FAQs, tutorials, and online help resources.
Operational Support:
Review vendor notifications regarding updates/changes to both consumer and business technologies.
Assist in the configuration, testing, and implementation of new digital banking features, upgrades, and integrations.
Monitor system performance and user activity to proactively identify trends, risks, and opportunities for improvement.
Provide guidance and mentorship to level 1 specialists.
Develop and maintain procedures and training materials for digital banking systems.
Support fraud mitigation efforts by identifying suspicious digital activity and escalating concerns appropriately.
Assist with the daily operations of the digital banking department, ensuring efficient and accurate service delivery.
Document customer interactions and maintain accurate records of support requests and resolutions.
Identify trends in customer inquiries and feedback to recommend process improvements or system enhancements.
Collaborate with other departments, such as IT and operations, to resolve technical issues and improve the overall digital banking experience.
Compliance and Security:
Adhere to all bank policies, procedures, and regulatory requirements related to digital banking services.
Maintain customer confidentiality and protect sensitive information in accordance with privacy policies.
Educate customers on security best practices for online and mobile banking, such as password management and fraud prevention.
Report any suspected fraudulent activity or security breaches to appropriate personnel.

Responsibilities

Serve as the primary, as well as escalation point of contact for customer inquiries related to digital banking services, including online banking, mobile banking, and other electronic channels.
Provide prompt, accurate, and professional assistance to customers via phone, email, chat, and other digital communication channels.
Troubleshoot and resolve complex technical issues customers may encounter while using digital banking platforms.
Escalate extreme issues to appropriate technical teams or departments as needed.
Educate customers on the features, benefits, and functionality of the bank's digital banking products and services.
Guide customers through online and mobile banking processes, such as account setup, bill payment, and fund transfers.
Develop and maintain a strong understanding of the bank's digital banking offerings and stay up-to-date on new features and enhancements.
Create and update customer support materials, including FAQs, tutorials, and online help resources.
Review vendor notifications regarding updates/changes to both consumer and business technologies.
Assist in the configuration, testing, and implementation of new digital banking features, upgrades, and integrations.
Monitor system performance and user activity to proactively identify trends, risks, and opportunities for improvement.
Provide guidance and mentorship to level 1 specialists.
Develop and maintain procedures and training materials for digital banking systems.
Support fraud mitigation efforts by identifying suspicious digital activity and escalating concerns appropriately.
Assist with the daily operations of the digital banking department, ensuring efficient and accurate service delivery.
Document customer interactions and maintain accurate records of support requests and resolutions.
Identify trends in customer inquiries and feedback to recommend process improvements or system enhancements.
Collaborate with other departments, such as IT and operations, to resolve technical issues and improve the overall digital banking experience.
Adhere to all bank policies, procedures, and regulatory requirements related to digital banking services.
Maintain customer confidentiality and protect sensitive information in accordance with privacy policies.
Educate customers on security best practices for online and mobile banking, such as password management and fraud prevention.
Report any suspected fraudulent activity or security breaches to appropriate personnel.