Digital Banking Specialist

Trustar Bank•Great Falls, VA

3h•Onsite

About The Position

Trustar Bank is a community bank conceived to meet the banking needs of businesses and individuals in the greater metropolitan Washington DC area. The Organizers of the Bank are experienced bankers, bank investors, and business professionals in the Banks target market area. We are so proud to have just celebrated our 6th Anniversary and we are continuing to grow. Winners of the Washington Business Journals Best Places to Work five (5) years in a row, we want you to join this exciting, hard working team! At Trustar, our mission is to be your partner for financial success, to provide a sound investment for our shareholders, and to support our local community. Our unique approach to financial services and our can do attitude sets us apart from our competition. At Trustar, our philosophy is to provide customized banking solutions and top-notch service that truly addresses your individual needs. A viable market, sufficient capital, engaged leadership, and strong management are critical success factors for any financial institution. Service differentiates one bank from another. As a community bank, Trustar Banks strategy is to be a personalized alternative to larger, super-regional financial institutions that increasingly dominate the Banks primary market. Our mission statement emphasizes personal service, responsiveness, and a willingness to tailor products and services to meet the needs of our customers. Trustar Bank is currently seeking an experienced Digital Banking Specialist that will primarily be responsible for serving as a frontline and back-office support for our consumer and business digital channels; supporting customers and colleagues, onboarding end users, resolving technical and transactional issues. This role blends customer care, banking operations, and technology troubleshooting to deliver an exceptional digital banking experience. This position will follow all established policies and procedures of the Bank. Detailed Job Duties include but are not limited to:

Requirements

Bachelor's Degree preferred, or equivalent experience
24 years of experience in banking operations, digital banking support, treasury services, payments operations, or a similar client support role.
Working knowledge of online/mobile banking platforms and treasury management services such as ACH, wires, RDC, etc.
Strong troubleshooting skills with the ability to explain technical concepts in plain language.
High attention to detail; proven ability to follow procedures and maintain accurate records.
Excellent written and verbal communication; customer-first mindset.

Nice To Haves

Treasury management or commercial client onboarding experience, preferred

Responsibilities

Customer Support & Issue Resolution Provide assistance to business customers via phone, secure message, and email for Treasury Management, online and mobile banking, bill pay, ACH, RDC wire transfers, and other e-services.
Research and resolve operational issues and requests for limit changes for ACH and wires.
Assist with new account opening and proactively service existing customers with account maintenance and new service needs.
Educate users on digital features, security best practices, and self-service tools.
Provide assistance and guidance to retail branch network with customer inquiries and issues End-User Setup & Administration Onboard and entitle new digital banking users; configure roles, limits, and approvals for business and treasury clients in accordance with dual control and segregation-of-duties standards.
Modify, and deactivate user access promptly based on requests and access reviews.
Operational Maintenance & Controls Perform daily operational tasks (e.g., file monitoring, exception queues, stop payments, returns)
Assist with periodic user access, risk reviews and audits for onboarding set up and service/delivery channels such as Digital Banking, ACH and RDC Payment Processing & Exception Handling Assist customers with exceptions (e.g., Positive Pay, NSF, ACH returns/NOCs, wire repairs, duplicate/reversal requests), disputes and error claims, and coordinate with Operations, Fraud, and Compliance.
Process and/or review ACH batches, wire transfers (domestic/international), and internal transfers per policy, limits, and authentication requirements Provides support to the EVP of Retail Perform other duties as assigned