Digital Banking Specialist

Salem Five Bank•Salem, MA

9d•$52,000 - $67,000•Hybrid

About The Position

The Digital Banking Specialist (DBS) is an essential role within the Salem Five Contact Center and is focused on providing a high level of service and support to Salem Five Consumer and Business customers, Retail branches, Contact Center staff and other bank personnel. The Digital Banking Specialist is a subject matter expert in areas including, but not limited to, consumer and small business online/mobile banking platforms, digital payments, and fraud research and mitigation. This individual will work both independently and as part of a team to provide advanced troubleshooting and research services to front-line Contact Center and Retail staff in an effort to facilitate optimal problem resolution services to customers. The DBS is also expected to leverage his/her expertise by contributing to department training efforts and participating in Contact Center projects when assigned. Last, as a critical member of the Contact Center Team, the DBS is expected to help the Contact Center achieve its’ stated goals and ensure an exceptional customer experience.

Requirements

Demonstrate (or ability to develop) a high level of proficiency with Salem Five’s products, services, systems, and digital tools/platforms
Solid business acumen and ability to make sound business decision
Strong understanding of risk management to benefit customers and the Bank
Produce work of high quality and accuracy
High level of attention to detail
Excellent customer service
Ability to multi-task and work in a fast-paced environment
Strong verbal and written communication skills
Proficient with technology including PC’s, mobile devices, MS Office Suite
Ability to learn and use proprietary/non-proprietary applications
To perform this job successfully, an individual must have prior banking experience and be able to develop and utilize subject matter expertise in the areas not limited to consumer and small business digital banking, , digital payments, and fraud prevention/resolution, and share that knowledge effectively with Contact Center Staff.
Associate's Degree (A.A.) or equivalent from two-year college or technical school; or a minimum of two years of related experience and/or training; or equivalent combination of education and experience.
Banking and/or Contact Center experience strongly preferred

Responsibilities

Support internal customers by providing advanced troubleshooting, research and problem resolution support
Develop and apply a deep understanding of the consumer and small business online banking platforms, digital payment services, and fraud research and resolution.
Record and maintain documentation and data relative to area(s) of expertise and services provided
Establish and maintain a continuous feedback loop with Management and Training/Quality personnel so as to share critical information and promote continuous learning across the department; participate in training activities when appropriate
Support Contact Center and/or Bank projects as assigned, particularly those related to Digital Banking, Fraud Prevention and Digital Payments
Embrace new and emerging technologies to support operations and customers through flexibility and the ability to learn and adapt to change
Provide back-up support for immediate work group and other areas of the Contact Center as needed
Ensure compliance with banking laws and regulations as defined in company policies and procedures pertinent to the position.
Regular attendance is essential to this position.
Assumes additional responsibilities as requested