Digital Services and Payments Specialist

Solvay Bank•City of Syracuse, NY

About The Position

The Digital Services and Payments Specialist plays a critical role in supporting the growth, efficiency, and risk management of the Bank’s digital, cash management, payment, and fraud functions. This position is responsible for the accurate setup and maintenance of digital banking accounts, ensuring that daily operational tasks—such as ACH approvals, disputes, and service updates, are completed with precision and in alignment with internal controls. The role partners closely with internal teams and clients to provide seamless onboarding and service experience, while delivering ongoing support that drives satisfaction, retention, and long‑term engagement with the Bank’s digital solutions. In addition, the specialist implements loss‑prevention strategies across all payment channels by monitoring card, DDA, savings, and electronic transactions, identifying emerging fraud trends, and executing timely mitigation actions to minimize exposure and financial loss.

Requirements

2 or more years of banking experience in a customer service role
Demonstrated success in problem resolution, product sales and cross-selling ability
Demonstrated knowledge of retail products and services
Ability to cultivate and sustain strong customer relationships
Understands Solvay Bank Work Values and visibly exhibits these values in daily approach to work and work relationships
Critical Thinking - Uses logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to customer inquiries.
Written / Electronic Communication - Communicates effectively both verbal and written as appropriate for the needs of the audience.
Verbal Communication – Conveys information respectfully and intelligently by verbally communicating information and ideas so that others understand.
Motivation – Is self-motivated and has the ability to develop successful relationships with all customers and co-workers.
Creativity and Innovation – Develops new and original ideas that foster growth and efficiency within retail banking and the customer care arena.
Dedication and Involvement – Is involved with the Solvay Bank Community and Staff.

Responsibilities

Complete the physical setup of Business Online Banking accounts and associated services (ACH, Spendtrack Positive Pay, etc.) within approved service level agreements.
Ensure all client configurations align with approved agreements and risk profiles.
Perform timely updates and maintenance requests as needed.
Monitor and confirm daily Positive Pay exceptions are reviewed and resolved.
Track and verify completion of all scheduled digital banking tasks and alerts.
Serve as a liaison for exception handling and issue resolution related to ACH and iBank files.
Maintain accurate records of client enrollments, service changes, and documentation.
Ensure compliance with internal controls, regulatory standards, and audit requirements.
Assist with periodic reviews of client limits, contracts, and risk assessments.
Partner with Relationship Managers, Operations, and IT to ensure smooth onboarding and service delivery.
Support the Digital Services & Payments Lead and other team members in project execution and service enhancements.
Provide backup support for client inquiries related to service setup and functionality.
Assist in training internal staff on setup procedures and system navigation.
Answer incoming phone calls, emails, secure messages, and chats related to all cash management, digital banking solutions, disputes and payments.
Analyze transactional activity and reports to proactively detect and escalate potential fraud risks before funds are withdrawn.
Lead the full lifecycle of Regulation E dispute resolution, from initial intake through final resolution—including partnering with the dispute vendor, reviewing alerts, analyzing reports, and supporting breach‑response efforts.
Serve as the Subject Matter Expert for card products (credit, debit, and prepaid), helping identify customer impacts and shaping proactive fraud‑prevention strategies.
Comply with all applicable federal regulations and the Bank’s risk and regulatory policies.
Identify and escalate risk‑related issues to management as appropriate.