Client Services & Solutions - Digital Banking Specialist

NBH Bank

17h

About The Position

It starts with our culture ... Common sense has never been common. If it were, the world would be a different place. Things would run smoothly and on time. People would do what they say and say what they do. Everything would be fair, without all the small talk. And banks would only sell you what you need. When a banker looked at a client, they wouldn’t just see a number, they’d see a dad or a mom or a graduate or a business owner. Our Bankers understand the complexities of people’s lives and offer simple solutions. That's the basics of Relationships. Fairness. Simplicity®. When you choose our Company, you have an opportunity to make an impact beyond the walls of our buildings. We have a long-standing commitment to Equity, Diversity and Inclusion. Through our banking relationships, investing, grants, and volunteerism, NBH Bank promotes the growth, revitalization and sustainability of the communities we serve. We believe that these are important elements in building and sustaining a successful organization and a positive, results-driven culture. We strive for all of our associates to feel welcome and empowered at work. This type of position is ideal for someone looking to build a career in Digital Banking Operations. We will provide you training and coaching throughout your onboarding experience, as well as on the job. As you demonstrate success, there will be opportunities for advancement within our organization. As a Digital Banking Specialist, you will assist with the operational and technical support of our digital solutions including but not limited to: Online Banking, Online Account Opening, Mobile Banking (including Mobile Deposit), BillPay, Zelle, ACH, wires, positive pay. You will maintain a working knowledge of the bank’s retail and business digital products, supporting applications, and procedures. You will be able and willing to provide a full range of professional, technical, and operational support to Bank associates and clients. A Digital Banking Specialist will: Work with and through others, building and maintaining relationships. Operate as an effective communicator, who is able to stimulate and motivate others while being aware of and responsive to their needs and concerns. Detail work is a major focus of the job, and those details need to be handled quickly, correctly, and efficiently and working within established guidelines. As a Digital Banking Specialist, you will have an opportunity to… Educate and advise internal associates and clients by answering questions and explaining products and services Identify opportunities to enhance the associate and client experience Research and resolve issues related to Digital Banking Escalate issues to the appropriate parties (internal teams, vendors, etc.) Collaborate with other teams (Product Development, Delivery, Client Services and Solutions, Treasury Management, Banking Centers, Training, etc.) to create an environment of teamwork, efficiencies, and problem solving. Work to mitigate the risks associated with Digital Banking Proactively identify and communicate issues and potential process improvements related to Digital Banking products and services Provide continual quality assurance of all Digital Banking products and services Ensure exceptional Client Experience with our digital and remote service channels. Assist in periodic reviews with Product Development to ensure our Digital Banking offerings meet industry and competitive standards. Work with clients to address enrollment, usage, transactional, and technical issues and questions. Perform a variety of daily operational responsibilities related to the delivery and support of all Digital Banking solutions.

Requirements

High School diploma or equivalent
3+ years of relevant job experience with client service
3+ years of bank operations, banking center or equivalent experience
Excellent business communication skills
Strong detail orientation

Nice To Haves

Associate’s Degree, or equivalent combination of education and related work experience
5+ years of relevant job experience with client service
Preferable 3+ years of client contact within a call center environment
5+ years of bank operations, banking center or equivalent experience
Bilingual language skills
Ability to handle multiple tasks simultaneously
Ability to perform within a complex, multi-functional technical environment
Capacity to work with multiple computer and software systems
Ability to organize and prioritize work and manage projects
Strong problem-solving, analytical, research and decision-making abilities

Responsibilities

Educate and advise internal associates and clients by answering questions and explaining products and services
Identify opportunities to enhance the associate and client experience
Research and resolve issues related to Digital Banking
Escalate issues to the appropriate parties (internal teams, vendors, etc.)
Collaborate with other teams (Product Development, Delivery, Client Services and Solutions, Treasury Management, Banking Centers, Training, etc.) to create an environment of teamwork, efficiencies, and problem solving.
Work to mitigate the risks associated with Digital Banking
Proactively identify and communicate issues and potential process improvements related to Digital Banking products and services
Provide continual quality assurance of all Digital Banking products and services
Ensure exceptional Client Experience with our digital and remote service channels.
Assist in periodic reviews with Product Development to ensure our Digital Banking offerings meet industry and competitive standards.
Work with clients to address enrollment, usage, transactional, and technical issues and questions.
Perform a variety of daily operational responsibilities related to the delivery and support of all Digital Banking solutions.