Digital Specialist I

First Bank • Wilmington, NC

116d • Remote

About The Position

The position of Digital Specialist I is responsible for daily, weekly, monthly and annual processing of Digital Banking services as required by the Bank and individual vendors or service providers and the daily operations of the Online Deposit Account Opening System. Incumbents may also provide efficient and effective service to customers, prospective customers and branch personnel via inbound telephone calls, email requests, secure messages, chat or other avenues approved by the Bank on a limited basis. This incumbent should be a customer service oriented, fast learner and able to work in a fast paced environment, manage multiple projects and duties simultaneously and handle extremely confidential information.

Requirements

• Associates Degree; or the equivalent combination of education and experience. Work related experience should consist of duties in a business environment. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related. Digital Banking experience preferred.
• Intermediate knowledge of Bank operations, products and services; related state and federal laws and regulations, and other Bank operational policies and procedures.
• Excellent organizational and time management skills. Ability to work with minimal supervision. Ability to prioritize work and responses to customers.
• Responsible for daily operations of the Bank's Online Account Opening system. Manage rejected applications, customer notifications, ensure initial deposits are received and follow up with other departments/branches as needed. Complete testing as assigned for upgrades, corrections and enhancements to the system. Maintain appropriate risk controls within the systems as directed.
• Intermediate skills in computer terminal and personal computer operation; mainframe computer system, word processing, spreadsheets, web-based programs and specialty software programs.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions. Application of Active Listening to effect problem solving for customer inquiries.

Nice To Haves

• Customer service skills
• Product knowledge
• Quality focus
• Problem solving
• Attention to detail and documentation
• Conflict resolution
• Information analysis
• Multi-tasking

Responsibilities

• Assists internal staff with Online Banking inquiries including password resets, secure access code delivery/retrieval, basic system training, Mobile Deposit enrollment/check deposit, Remote Deposit Capture setup/troubleshooting, Positive Pay, Bill Pay enrollment/payment processing, e-Statement enrollment, external transfers, personal financial management and overall troubleshooting as needed to support overall service excellence to bank customers.
• Support Business Support team training with commercial customers processing online Wires, ACH transactions, Remote Deposit Capture, and Positive Pay as needed.
• Maintain and process daily and monthly billing and reports for Online Banking, Positive Pay, Stop Payment, Lock Box, Merchant Services and Remote Deposit Capture.
• Process ACH files daily as submitted via online or FTP, including but not limited to internal needs for micro-deposits or other features.
• Process new business online enrollments, requests for additional users, related accounts, updates and/or changes within prescribed service level agreements as established and updated from time to time.
• Reconcile required GL accounts as instructed.
• Assist Wire Room with processing of daily wire files submitted via online banking if needed.
• Monitor online risk detection programs and respond to potential fraud notices immediately. Coordinate with Customer Service and Business Support for assistance with customer contact if needed.
• Consult with Small Business/Commercial/Treasury customer on online security options and user entitlements in order to promote use of available security measures and focus on preventing fraud, especially when instances of fraud are detected or potentially indicated by the Bank's systems.
• Maintain and process mobile remote deposit transactions, decisioning and reports. Consistently monitor for fraudulent check deposits to reduce risk to the Bank and engage Operational Risk as necessary.
• Review online Bill Pay (Retail and Business) reports and maintain closed bill pay accounts.
• Process Block/Unblock requests from Branch Operations, Operational Risk and/or Deposit Operations for online services as needed due to garnishments, levies, suspected fraud or other account issues.
• Assist with the quarterly purge process for Online Banking.
• Train on new products/services as implemented in order to be knowledgeable of same for overall customer and branch support.
• Cross train on advanced products/services as needed for support of overall team needs and for potential advancement.
• Participates in special projects and testing of new digital products and services as assigned.
• Recognize and evaluate cross-selling opportunities through customer profiles and account detail information.
• Provide, present and promote Service Excellence to all external and internal customers.
• Completes annual compliance courses.
• Completes other training as assigned.
• Adheres specifically to all corporate policies and procedures. Also adheres to Federal and State regulations and laws including the Bank Secrecy Act.
• Performs additional duties and responsibilities as directed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Credit Intermediation and Related Activities
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees