Digital Banking Specialist
About The Position
The Digital Banking Specialist supports the administration, maintenance, and daily operations of the bank’s consumer digital banking platform, including the Banno Digital Platform. This role serves as a key internal resource for employees, providing support for digital banking services, troubleshooting issues, and ensuring a seamless customer experience across online and mobile channels. The Specialist works closely with internal teams and systems within the Jack Henry SilverLake environment to ensure digital banking services are accurate, efficient, and aligned with customer needs and bank standards.
Requirements
- High School Diploma or equivalent
- 2+ years experience with digital banking platforms, preferably Banno Digital Platform or similar systems.
- Familiarity with core banking systems, preferably Jack Henry SilverLake.
- Effective communication and collaboration skills, with the ability to support both employees and customers.
- Ability to manage multiple priorities and work independently.
- Demonstration of strong analytical and critical thinking skills.
- Attention to detail and ability to work independently.
- Knowledge of relevant fraud detection tools and software.
- Familiarity with banking regulations and security protocols.
- Polished and strong communication, written and listening skills.
- Ability to maintain confidentiality and manage sensitive information.
- Resourceful, well-organized and ability to multitask.
Nice To Haves
- 2-year or 4-year accounting, business or related degree is preferred.
- Understanding of banking regulations and operational controls preferred.
Responsibilities
- Serve as a subject matter resource for consumer digital banking products and services within the Banno platform, including online banking, mobile banking, bill pay, eStatements, mobile deposit, and debit card controls.
- Provide support to employees and customers with digital banking needs, including login assistance, troubleshooting, enrollment support, and general navigation guidance.
- Resolve digital banking issues promptly while escalating system or service concerns as appropriate.
- Partner with Retail, Treasury Management, and Operations teams to support digital banking adoption, onboarding, and customer education.
- Perform daily operational functions within Banno and related systems, including user maintenance, entitlements, service enrollment, reporting, and issue resolution.
- Monitor digital banking reports and perform routine system maintenance and cleanup activities.
- Support integrations between SilverLake and Banno by assisting with troubleshooting account visibility issues, data discrepancies, and service interruptions.
- Support testing, implementation, and rollout of digital banking updates, enhancements, integrations, and new features.
- Maintain digital banking procedures, job aids, and internal documentation to ensure consistency and accuracy.
- Assist with the development of training materials and serve as a resource for frontline and support staff on digital banking products and processes.
- Identify operational issues and recommend process improvements to enhance efficiency and the overall digital banking experience.
- Assist in gathering employee and customer feedback to support ongoing product and service enhancements.
- Maintain knowledge of and comply with all applicable bank policies, procedures, regulatory requirements, and information security standards, including BSA and AML requirements.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
