Digital Operations Specialist

Newtek One•Wilmington, NC

4d•$55,000 - $67,000

About The Position

NewtekOne®, Your Business Solutions Company®, is a financial holding company, which along with its bank and non-bank consolidated subsidiaries, provides a wide range of business and financial solutions under the Newtek® brand to the small- and medium-sized business ("SMB") market. Since 1999, Newtek has provided state-of-the-art, cost-efficient products and services and efficient business strategies to SMB relationships across all 50 states to help them grow their sales, control their expenses, and reduce their risk. Newtek's and its subsidiaries' business and financial solutions include: banking (Newtek Bank, N.A.), Business Lending, Electronic Payment Processing, Technology Solutions (Cloud Computing, Data Backup, Storage and Retrieval, IT Consulting), eCommerce, Accounts Receivable Financing & Inventory Financing, Insurance Solutions, Web Services, and Payroll and Benefits Solutions. Newtek Bank is looking to add a Digital Operations Specialist to its team. The Digital Operations Specialist plays a crucial role in maintaining online and mobile digital operations, ensuring excellence, efficiency, and customer satisfaction for consumer and business banking products. This position demands a deep understanding of financial and digital operations, along with strong communication, problem-solving, and collaborative skills. The specialist is responsible for the daily, weekly, monthly, and annual processing of Digital Banking services, meeting the Bank's and vendor's requirements. Additionally, they may provide efficient service to clients, prospective clients, and bank personnel through approved communication channels. A client service-oriented approach, adaptability to a fast-paced environment, and the ability to handle confidential information are essential for success in this role.

Requirements

Strong understanding of digital banking platforms and technologies.
Advanced knowledge of Bank operations, products and services, and security measures.
Familiarity with related federal laws and regulations, and other Bank operational policies and procedures.
Excellent communication and complex problem-solving skills.
Detail-oriented with the ability to analyze and resolve issues efficiently.
Ability to prioritize work and responses to Bank personnel and clients.
Ability to thrive in a fast-paced, evolving environment with a focus on continuous improvement.
Tech-savvy and adaptable to changes in the digital landscape.
Willingness to assist in cross-functional projects and initiatives.
1+ years in digital operations, technology operations, banking operations or similar role required.
College degree from a two-year program with a concentration in business or technology preferred, or the equivalent combination of education and experience.

Nice To Haves

2+ years in consumer and business customer support role preferred.

Responsibilities

Maintain a strong understanding of bank policies and procedures, digital banking products and services, and regulatory compliance requirements.
Promote customer centricity through digital channels to ensure a high-quality user experience.
Maintain operating functionality for online banking platforms and ancillary services.
Process workflows to onboard new consumer and business customers into online banking services.
Provide ongoing maintenance and support for digital banking solutions such as online Deposit Account Opening, ACH Origination, Online Wires, Mobile and Remote Deposit Capture, Positive Pay, Lockbox, and Receivables software.
Drive digital banking issue resolution, assist with troubleshooting, monitor for trends, and escalate high priority cases when necessary to ensure smooth operations and user experience.
Conduct thorough analysis of digital transactions for fraud detection and prevention.
Support execution of strategic projects and digital product implementations, releases, and testing.
Collaborate with cross-functional teams to enhance digital products, services and to find client solutions.
Uphold the Bank's service culture to all external and internal clients.
Strictly follow corporate policies and procedures.
Comply with federal regulations and laws including the Bank Secrecy Act.
Complete annual compliance courses and other training as assigned.
Perform additional duties and responsibilities as instructed.