Digital Banking Specialist I (76888)

Main Street Bank•Marlborough, MA

10d•$21 - $24•Hybrid

About The Position

Under the supervision of the VP, Operations, the Digital Banking Specialist I is responsible for a wide variety of customer service tasks and performs daily duties and responsibilities related to Digital Banking. The Digital Banking Specialist answers incoming calls via phone and our virtual branch (Video Connect), handling basic inquiries related to digital product assistance and general account questions. The position will be cross-trained in a variety of functions in digital and electronic services, and deposit operations to be able to fill in for other team members. Additionally, it is expected that this position embraces the established sales and service culture to maximize their contribution to the Bank’s goals while keeping compliance practices in the forefront. After successful completion of training and proven abilities, this position is eligible for a hybrid work arrangement with an agreed upon number of days per-week/month on site. Consistent availability is expected during core business hours. Work outside of regular business hours requires approval on an as needed basis to meet deadlines and fulfil the needs of both internal and external customers.

Requirements

High School diploma or equivalent with banking courses and/or related work experience typically 1-2 years in retail banking (Teller or Personal Banker) or deposit operations experience preferred.
General knowledge of Data Processing Systems COCC preferred.
Proficient in Microsoft 365 Suite products including, but not limited to Excel, Word, Outlook, Teams, and Sharepoint.
Solid understanding and application of administration activities with an understanding of office procedures and ability to operate standard office equipment.
Time management - Ability to multi- task, organize, work independently, accomplish tasks, and meet department timeframes despite frequent interruptions in a fast-paced environment while maintaining attention to detail.
Responds promptly and accurately to both external and internal customers’ requests for information and coordinates appropriate follow-up.
A curious mindset that allows you to constantly learn and challenge the status quo.
Relationship Builder - Develops and maintains relationships with officers, employees and external contacts and maintains alignment with core values, vision, strategy, and goals.
Outstanding communication/customer service skills (in person, over the phone or video conference).
Computer Technology Savvy - Utilize technology/systems to improve work processes and use a range of technology to solve problems.
Frequently communicates with all departments and customers, about banking products, services, bank accounts & transactions, and therefore must be able to exchange accurate information in these cases.
Need to use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports, and business correspondence.
Ability to speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors, and other employees.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to read, analyze, and interpret a variety of documents such as customer communications, system generated reports and Bank policies and procedures.
Occasionally lift and/or move up to 25 pounds, (i.e., files/boxes of files).
Regularly required to remain in a stationary position, greater than 75% of the time.
Occasionally required to stoop and bend.
Consistently operate a computer for extended periods of time.
Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
Regular use of office productivity machinery (i.e., a calculator, copy machine, fax machine, computer printer).
Occasionally move throughout the inside the department/Bank to access resources and individuals.
Occasional local travel for bank purposes and/or on behalf of the bank (i.e., training, community events).
The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.

Nice To Haves

Banking courses and/or related work experience typically 1-2 years in retail banking (Teller or Personal Banker) or deposit operations experience preferred.
General knowledge of Data Processing Systems COCC preferred.

Responsibilities

Performs various functions related to digital and electronic services in a timely matter consistent with bank procedures and compliance standards, including but not limited to iBanking, bill pay, Zelle, and electronic banking support as well as Reg E dispute resolution.
Responds to incoming calls from internal and external customers (consumer and business) regarding all digital and electronic banking as well as general deposit operations questions providing timely resolution.
Following retention guidelines, ensure all documents associated with daily tasks are scanned and archived into the cold storage system, overseeing the integrity, quality, and location of the documents.
Utilizes the bank’s Video Connect system to answer customer calls related to digital and electronic banking issues.
Responds promptly and professionally to assigned iBanking message center and internal service desk requests that are received throughout the day.
Discovers customer needs through conversations, questions, and review of their accounts, and promotes and recommends Bank products and services based on their needs.
Gain full knowledge of all operational policies and procedures.
Effectively use tools and systems to be able to self-manage, organize, and complete work independently, proactively recognizing potential obstacles resolving them before they become an issue, managing to deadlines, creating action plans when not on track, enabling job functions to happen with minimal oversite and meeting conditions of satisfaction.
Use discretion in dealing with large amounts of sensitive, confidential information, while adhering to all Bank policies and procedures.
Adhere to all company policies, consistently demonstrating our core values and service standards.
Maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.
Regular and consistent attendance is required to ensure the high standard of customer service.
Other duties as assigned, performing similar or related work as directed, required, or as situation dictates.