Digital Banking Specialist - Onsite

HERITAGE BANK•Tacoma, WA

15h•Onsite

About The Position

The digital banking specialist position is responsible for the timely and accurate completion of operational, customer support, and/or technical support activities, i.e., set ups, troubleshooting, research, and day-to- day support to internal and external customers for all digital channel products including but not limited to: Business/Consumer Online and Mobile Banking, Remote Deposit Capture (RDC), Bill Pay, Electronic Funds Transfer (EFT), Online ACH origination and online wire transfers, ensuring compliance with operational and regulatory policies/procedures to mitigate risk.

Requirements

High School Diploma or equivalent required.
Level I - 1+ year recent customer service, data entry, clerical and/or office support experience, demonstrating working knowledge of general office administration practices and procedures required.
Level II - 2+ years recent experience in bank operations, electronic / digital banking and/or branch banking, which includes working knowledge and proficiency in online / mobile banking, RDC, EFT processing and regulatory compliance in a financial services industry required.
Provides high level of quality service for internal/external customers; responds to customers' needs, questions and concerns in an accurate, effective, and timely manner.
Ability to provide clients with information and data, as well as gain their trust and respect while maintaining personal composure when confronted with a difficult situation and/or customer. Ability to escalate to next level management.
Effective interpersonal and written/verbal communication skills with the ability to communicate technical issues over the phone, in person and via email; and ability to read, write, speak, and understand English well.
Effective research, attention to detail, time management, and organizational skills to manage multiple assignments and reporting requests to meet concurrent deadlines, with moderate supervision and oversight.
Basic understanding of debit/credit relationships and negotiable instruments; general math skills to balance accounts and locate routine and non-routine mathematical errors, to process debits and credits accurately, and adhere to customer instructions.
Ability to learn and gain an understanding and apply principles, procedures, requirements, regulations, and policies related to assigned area, as well as gain working knowledge of the Bank’s policies, procedures, products, and services.
Unquestionable integrity in handling sensitive and confidential information required.
Working knowledge of office administration practices and procedures.
Basic knowledge of MS Office products (Word, Excel, Outlook), with the ability to learn and adapt to new technologies quickly.

Nice To Haves

Coursework and/or certification in business or accounting, and/or relevant education – preferred.
Recent experience in Electronic / Digital Banking with working knowledge and understanding of Online Banking, Mobile Banking, RDC, EFT processing and regulatory compliance preferred.
PC Experience using ticketing systems (Jira, etc.) - preferred.

Responsibilities

Researches and responds to internal and external customer inquiries via Jira, email, phone or in person.
Protects and maintains confidentiality with all customer financial data when handling customer requests and transactions.
Acquires knowledge to set-up, implement and maintain business online banking, and Business RDC customers.
Assists in providing troubleshooting and support to business and consumer online banking customers, remotely using Computer Sharing Software and over the phone.
Reconciles assigned general ledger and bank control accounts in a timely and accurate manner.
Contributes to the success of the department with willingness to share and cross train in all department responsibilities, as required or assigned.