Digital Banking Specialist

First Bank & Trust • Brookings, SD

1d

About The Position

The Digital Banking Specialist engages with customers through digital channels, supporting retail banking products and services for new and existing clients. This role involves promptly and efficiently addressing customer needs, offering solutions, and ensuring a customer-focused approach. The specialist will continually monitor and respond to incoming customer conversations via digital banking and CRM, and may complete outbound conversations/phone calls. They will also be involved in opening new accounts, recommending and cross-selling bank products, preparing new account documents, working daily reports, identifying and reporting fraud, and troubleshooting digital banking issues. Adherence to policies and procedures, staying updated on department procedures, assisting with training, and promoting excellent customer service are also key aspects of the role. The company emphasizes a positive culture, community involvement, and employee ownership.

Requirements

• Possess an associate’s degree plus two years of bank experience, or the equivalent.
• Ability to work both independently and collaboratively in a high-volume, fast-paced environment.
• Demonstrate problem-solving skills to identify effective solutions.
• Proficiency with mobile technology, devices, apps, and messaging platforms.
• A personable, empathetic, and knowledgeable approach to banking.

Nice To Haves

• A basic understanding of banking is preferred.

Responsibilities

• Continually monitor and respond to all incoming customer conversations that route through digital banking and CRM as well as potentially completing outbound conversations/phone calls per internal requests.
• Accept and verify information relating to the opening of new accounts for existing/new customers, including recommending and cross-selling bank products and services which meet customer needs.
• Prepare all new account documents according to bank policy and procedures.
• Work daily reports and reach out to customers through digital conversations and potentially by phone when needed to complete the reports.
• Identify and report fraud or suspected fraud occurrences and know what steps are needed to protect the customer and the bank.
• Troubleshoot digital banking through the mobile and online experiences including, but not limited to, multifactor authentication, bill pay, mobile deposits, and external transfers.
• Adhere to established policies and procedures regarding appropriate resolution of customer complaints.
• Keep up to date on current department and Personal Bankers procedures and policies.
• Assist with training new employees, projects, testing, etc. as requested.
• Promote the bank’s philosophy of excellent customer service.
• Attend all meetings and any other developmental training deemed necessary by the Digital Banking Supervisor.
• Act in accordance with FBT policies and procedures as set forth in the employee handbook.
• Adhere to compliance procedures and participate in required compliance trainings.

Benefits

• Comprehensive Healthcare Benefits: Peace of mind when it comes to you and your family's well-being with generous health, dental, vision, and life insurance.
• Optional access to additional life, disability, and other forms of insurance.
• 401(k) & ESOP Profit Sharing: Employees are owners. Receive a match of up to 7% of your contributions to your retirement account.
• Wellness Program: The Healthy Way Program incentivizes gym membership and hosts educational programs and challenges throughout the year.
• Education: Student loan repayment assistance program.
• Education: Tuition reimbursement.
• Education: A robust internal training program that goes beyond onboarding. We want you to continue learning. That's why we offer job shadowing, a mentorship program, and more.
• Volunteer Service Hours: Paid time to volunteer. Employees get 16 hours to take part in and donate their time to local charities.
• In-house Childcare & Preschool: Kid's World childcare and preschool in Brookings is available for the children and grandchildren of employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 251-500 employees