Digital Banking Officer II

Bank of Guam•San Francisco, CA

About The Position

As a Digital Banking Officer, you will be an instrumental part of driving deposit growth for TASI Bank to $10 million in increased Deposits by year-end 2025. You will work closely with the Digital Banking Manager, Deposit Operations, and Relationship Manager’s in collaboration of supporting the Commercial customer accounts, providing them with ongoing technical support, while satisfying expectations for all levels of service and product functionality. You will be their go-to person for the deposit relationships and will be responsible for sales and service, processing, creating and maintaining user profiles for all incoming New Business Deposit Accounts and Online Banking applications. Obstacles – Describe the challenges that the candidate will likely deal with Clear understanding of Online Banking and payments industry landscape and technology. Knowledge of NACHA Rules and Regulations Troubleshoot Online Banking related issues for both business and retail with the ability to determine and resolve. Adhering to numerous deadlines throughout the day (i.e., daily review of Mobile and Remote Deposit Capture, External Transfer, Positive Pay, etc.). Team-oriented, possess a positive attitude and work well with others Ability to interview customers and understand requests Ability to prioritize; handle multiple tasks and work independently Strong organization skills and detail-oriented with high degree of accuracy Thorough knowledge of bank operations, products, and services offered at the bank Strong ability to sell and promote bank products Knowledge of banking laws and regulations including the Bank Secrecy Act Actions – What actions will need to be taken to accomplish the goal or solve the problem? Utilizes the bank’s Customer Relationship Management (CRM) software to track each customer interaction (requests, inquires, complaints, etc.) via all bank channels (in person, voice, fax, email, website, chat and secure message queues) by capturing customer data and logging issues and resolutions. Tracks defects and change requests related to Online Banking in coordination with IT/Helpdesk or Third-Party Vendor Technical Support teams (i.e., Q2, Ensenta, iPay, etc.) You need to identify areas of concern, with recommended solutions (i.e., improving workflow and procedures, potential risks for both the Bank and customers). You need to understand all the regulatory and operational risks; comply and keep current with all department and company policies, procedures, audit guidelines, and regulations. You need to have interpersonal skills to include listening to comprehend and interact with customers, prospects and internal staff. You need to communicate effectively, orally and in writing. Results – What are the measurable/quantifiable results required? What results define success? You will be instrumental in building customers trust, while increasing overall deposit growth. Customers will treat you as a close friend, a trusted advisor and a strategic partner and an asset to help them reach their goals. You will experience personal growth and development through continuous Bank compliance and Regulations training including on the job, and professional services while supporting departments enterprise wide. You will be a reliable source of information for both customers and prospects. You will deliver exceptional service, consistently exceeding customers’ expectations, to naturally inspire them to share their positive experiences with others. General Summary: Provides high-level service and support to Business Customers, Consumers and Frontline Branch Staff on various Digital Banking Services including Remote Deposit Capture, Cash Management Products, eStatements, Mobile Banking, Bill Pay, Telephone Banking, ACH, VISA Debit Card and Online Account Opening. The position may serve as a backup administrator and/or facilitator for various systems including but is not limited to mobile account opening, document scanning, storage and e-sign. The position works closely with the Digital Banking Manager, Digital Banking Specialist, and Deposit Operations to ensure effective communication in the implementation of services, training of end users, and promotion of the features and benefits of bank products and services. Provides technical support to customers as it relates to Digital Banking products and services and ensures industry best practices related to data security for these products. Also works in collaboration with internal channels in ensuring established service levels are met and customer experience satisfaction achieved.

Requirements

Strong written communication skills required with ability to prepare routine reports and correspondence
Strong oral communications and presentation skills. Must be able to speak effectively before groups of customers or employees of organization.
Proficiency in bank software/applications and Microsoft Office products
Clear understanding of Digital Banking and Payments industry landscape and technology
High comfort level with PCs and Microsoft Office Suite.
Proficiency in a customer relationship management (CRM) applications and/or ticketing system
Ability to work independently with a minimum of supervision
Team-oriented, possess a positive attitude and work well with others
Ability to interview customers and understand requests
Ability to prioritize; handle multiple tasks and work independently
Strong organization skills and detail-oriented with high degree of accuracy
Thorough knowledge of bank operations, products, and services offered at the bank
Strong ability to sell and promote bank products
Knowledge of banking laws and regulations including the Bank Secrecy Act
Ability to lead and direct the work of others.
Ability to work flexible hours during periods of heavy workload, upgrades and projects.
Bachelor’s degree in business/financial field OR;
2 years’ experience in a customer service related field or contact center environment
4 years banking experience; or a combination of both.
Must possess excellent motivational abilities and have previous experience in coaching and developing associates.
Strong problem-solving abilities are necessary to follow through to meet or exceed customer expectations.
Must have proven ability to drive performance of team with little variation.
Requires a highly energetic individual with excellent organizational, and communication skills, and the ability to work with minimal supervision to meet multiple deadlines.
Clear understanding of Digital Banking and payments industry landscape and technology.

Nice To Haves

Knowledge of NACHA Rules and Regulations preferred

Responsibilities

Proactively role model our bank brand personalities and build meaningful connections with employees, customers and vendors.
Provides general support/assistance/coverage when requested
Provide timely responses to customer inquiries concerning the variety of financial services offered by TASI Bank e.g., trust services, financial services, business services, time deposits., etc.
Provide timely responses to Business customer inquiries concerning Digital Banking.
Represent/participate in Bank sponsored events and community outreach programs.
Assist in planning, directing and supervision of work activities to ensure efficient delivery of service to internal and external customers in order to achieve established service level agreements.
Cross sale Digital Banking features and services to all Business customers.
Provide technical support to front line staff and customers while exceeding expectations for all levels of service and product functionality.
Installation of Remote Deposit Capture scanner on customer’s site.
Provide support to our internal and external customers that use digital banking, remote deposit capture, bill pay, and all digital banking ancillary services.
Respond to customers’ email inquiries received via digital banking secure messages and our website.
Assists retail staff and customers with bill pay questions, research and backup for any required processing.
Work closely with Relationship Manager’s in collaboration of supporting the Commercial customer accounts.
Coordinate and facilitate product knowledge training for customer upon onboarding.
Ensure organization is prepared to support new product features through the development of operational procedures.
Responsible for coordinating, implementing and training of various digital banking services (i.e., product upgrades, new features and releases).
Assist with the implementation of new product features to ensure that requirements and quality standards are met.
Monitors metrics associated with Digital Banking (Digital, Mobile and Voice Banking) ensures tracking and reporting of customer data (enrollment/adoption rate/usage) of all digital products and services are communicated and maintained.
Complete testing of new product features and/or maintenance releases.
Set up, maintain and monitor Bill Pay subscriber accounts and transactions, and provide regular monthly reporting on subscriber and transaction information.
External Transfers Review - Verify funds availability for Retail ACH (External Transfers), place and release holds on accounts and reconcile micro-deposits used to link customer accounts at other financial institutions.
Mobile and Remote Deposit Capture Review - Review and decision mobile and remote deposits and monitor file transmissions at established cut-off and transit times.
Processes, creates and maintains user profiles for all incoming Digital Banking applications; review necessary documentation recorded and properly file either through NAUTILUS or hard files.
Troubleshoots both retail and business Digital Banking related issues with the ability to determine and resolve the same.
Performs back end maintenance on customer’s digital, mobile and voice profiles to include password lockout and resets, updating secure contact information, adding and deleting of accounts and/or users, etc.
Configure customer profiles and map file formats for the Bank’s Positive Pay service.
Responds to client requests for digital banking services information or assistance with transactional problems.
Support/assist Digital Banking Manager and Marketing with promotions of features and benefits for our digital products and services.
Demonstrates continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service.
Supports Deposit Operations in other duties as assigned and provides back up as needed
Complete other assigned duties/tasks and projects to meet the needs of the department or business.
All other tasks as assigned by the Digital Banking Manager.
Secure Messaging Review
Utilizes the bank’s Customer Relationship Management (CRM) software to track each customer interaction (requests, inquires, complaints, etc.) via all bank channels (in person, voice, fax, email, website, chat and secure message queues) by capturing customer data and logging issues and resolutions.
Manage small projects as assigned.
Tracks defects and change requests related to Digital Banking in coordination with PIMS or Third-Party Vendor Technical Support teams (i.e., Q2, Ensenta, iPay)
Leverage industry trends, competitive information and client usage metrics to help identify and prioritize new product feature requirements in support of the Digital Banking platform.
Coordinate ACH Risk Assessments and track pending items for the Bank’s ACH originators.
Complies and keeps current with all department and company policies, procedures, audit guidelines, and regulations.
Use problem solving and negotiating skills to resolve difficult and sometimes controversial issues.
Completes all bank mandated training.
BSA & Compliance oversight
Vendor Due Diligence