Digital Specialist I

Greenfield Savings•Greenfield, MA

3d•$22 - $28•Onsite

About The Position

Completes a variety of detail oriented and auditable daily activities while supporting the bank’s mission statement in a close, team-based environment. The role involves performing basic customer transactions and inquiries, navigating various systems, understanding operational risk and fraud detection, adhering to bank policies, providing exceptional customer experience, contributing to a positive workplace, performing basic written procedural updates, and professional communication with customers via multiple channels.

Requirements

Accuracy and attention to detail
3-5 years of Teller/Customer Service experience
Excellent communication skills-verbal & written
Experience using Microsoft Word/Excel/Outlook
Basic accounting knowledge
Relevant GSBU or external training courses on covered topics
Ability to identify and mitigate operational risk
Perform basic customer transactions and inquiries through Cleartouch, CRM, and other systems utilized
Perform basic navigation of all systems utilized
Basic understanding of operational risk and adherence to risk mitigation processes
Basic understanding of fraud detection and prevention strategies
Understand and adhere to all GSB policies
Provide exceptional customer experience to both internal and external customers
Contribute to a positive workplace atmosphere
Perform basic written procedural updates
Professional communication with customers, both internal and external, via all channels (Face to face, Phone, Teams, CRM, and email)

Responsibilities

Provide support for questions related to Debit and ATM cards, Reg E and non-Reg E claims and Digital & Payment Channels including Retail Online, Mobile Banking, Bill Payment, External Transfer and Person-to-Person payments
Investigate reported issues related to customer access of Digital & Payment Channels. May include working directly with Bank Customer, Retail, and various vendors who manage and support the solutions
Assist the Card Fraud and Claims Analyst with the processing of fraudulent Debit and ATM Card transaction claims (Reg E) as well as Non-Reg E dispute claims and chargebacks. Claim Processing to include document review, research and investigation, as well as the processing of timely credit and debit transactions related to the claim, and the mailing of customer communications
Assist with completing the compromised Debit and ATM Card process which includes notifying a predetermined list of Bank employees, notifying the affected customers, performing necessary maintenance, and assisting with the reordering of Debit/ATM Cards for the affected customers
Tag fraudulent transactions within MasterCard Connect
Daily review of card block maintenance
ATM Deposit review including approving or rejecting exceptions and reporting suspicious activity
Assist with ACH error resolution claims including claim investigation, returns using the proper return code, timely credit, and customer communication
Act as backup subject matter expert for ATM, debit card, and ACH claims
Assist with customer and account maintenance
Initiate, follow, and complete workflows within CRM and eSign programs
Perform backup for various staff within Deposit Operations
Perform other similar duties as requested by the Digital & Payments Supervisor, Deposit Operations Manager, or Operations Officer