Digital Banking Administrator

River Run Services LLC•Newburyport, MA

1d•Hybrid

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 maintenance, reporting, and advanced troubleshooting. Serving as a subject matter expert, this role resolves complex customer and system issues while ensuring accurate, timely support that enhances user experience, service quality, and operational efficiency. There is flexibility for this position to be based out of either of our operations centers in Newburyport, MA or Fitchburg, MA.

Requirements

Bachelor’s degree in Finance, Business Administration, Information Systems, or related field (or equivalent experience).
2+ years of experience in digital banking, customer service, or online banking support.
Knowledge of digital banking platforms, including Online Banking, Bill Pay, Zelle, and Treasury Management Services.
Strong customer service, communication, organizational, and problem-solving skills.
Proficiency with banking systems, CRM tools, and Microsoft Office applications.
Experience with financial reporting and data entry.
Ability to work independently and collaborate across departments.

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 pertaining to digital banking applications.
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 department 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.