Digital Operations Specialist

Centreville Bank•West Warwick, RI

About The Position

The Digital Operations Specialist will perform a variety of maintenance functions related to Digital Operations and eBanking, including occasional Deposit Operations and IRA support. The incumbent will also provide a wide range of support, including reviewing, processing, and updating daily work while providing quality customer service. This role provides direction, guidance, and support to internal and external customers in a consistently professional and courteous manner. The specialist promotes the growth and prosperity of the Bank by professionally serving the needs of customers and retail bank employees. They take ownership of problem resolution on all digital and deposit products, including identifying the issue, resolving it, and following up with the customer to ensure satisfaction. The role requires adherence to all Federal and State laws and regulations, such as, but not limited to, the Bank Secrecy Act and Anti-Money Laundering Act, the Privacy Act, the Electronic Funds Transfer Act (Reg. E), and Funds Transfers through Fed Wire (Reg. J). Maintaining confidentiality of customer information, Bank policies, and procedures is crucial. The specialist will be a go-to person for Digital Banking knowledge in the bank, including knowledge of processes, systems, and procedures. They will proactively look for ways to solve Digital Banking problems and to improve Digital Banking processes, reporting, etc. The role is responsible for quality control for Zelle, bill payment, internet, telephone, mobile banking, ATM/debit card updates and replacements, managing internet and mobile banking inactive customers, and processing daily deposit reviews for RDC and mobile capture. They will process disputes for erroneous or unauthorized EFT transactions in accordance with Reg E and the operating rules of Mastercard. The specialist works with Fiserv’s risk analyst to identify card compromises that may result in a fraud situation. They are responsible for handling incoming and outgoing domestic and international wire transfer requests, as well as incoming and outgoing A2A (Account to Account) external transfers. The role involves pulling Digital Banking reports and performing manual clean-up of data (removing inactive accounts from Bill Pay, etc.). Maintaining current knowledge and consistent compliance with regulations, bank policies, and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements, is essential.

Requirements

High School Diploma or GED
Excellent oral and written communication skills
Ability to calculate figures and amounts such as interest and percentages
Basic knowledge of Microsoft Word and Excel
5+ years of operational experience in a financial institution
Sufficient subject matter expertise to serve as a trainer/mentor for new team members
Ability to assist management group in training other Bank departments
Work independently and meet deadlines in a fast-paced, deadline driven environment with minimal supervision
Ability to conduct audits and detailed reviews accurately

Nice To Haves

2-3 years of experience in bank operations

Responsibilities

Perform maintenance functions related to Digital Operations and eBanking.
Provide support for Deposit Operations and IRA.
Review, process, and update daily work.
Provide quality customer service.
Provide direction, guidance, and support to internal and external customers.
Take ownership of problem resolution on all digital and deposit products.
Ensure adherence to all Federal and State laws and regulations.
Maintain confidentiality of customer information, Bank policies, and procedures.
Serve as a knowledge resource for Digital Banking processes, systems, and procedures.
Proactively identify and solve Digital Banking problems and improve processes.
Perform quality control for Zelle, bill payment, internet, telephone, and mobile banking.
Handle ATM/debit card updates and replacements.
Manage internet and mobile banking inactive customers.
Process daily deposit review for RDC and mobile capture.
Process disputes for erroneous or unauthorized EFT transactions.
Work with Fiserv’s risk analyst to identify card compromises.
Handle incoming and outgoing domestic and international wire transfer requests.
Handle incoming and outgoing A2A (Account to Account) external transfers.
Pull Digital Banking reports and perform manual data clean-up.
Maintain current knowledge and compliance with regulations, bank policies, and procedures.