Digital Specialist I

Greenfield Savings•Greenfield, MA

9h•$22 - $28•Hybrid

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. This 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, and contributing to a positive workplace atmosphere. The position also includes 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
Ability to identify and mitigate operational risk

Nice To Haves

Accredited ACH Professional (AAP) Certification preferred
Experience with Fiserv applications preferred
Relevant GSBU or external training courses on covered topics

Responsibilities

Process all ACH Rejects and Returns through core system
Process Quick Start sign-ups for direct deposits
Process Death Notifications received from Government entities and branch staff
Research and process Government Reclamations
Process ACH Pre-Notes
Balance the ACH Settlement General Ledger on a daily basis
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
ATM Deposit review including approving or rejecting exceptions and reporting suspicious activity
Mobile Deposit review including approving or rejecting exceptions and reporting suspicious activity
Research and Process ACH error resolution claims including claim investigation, returns using the proper return code, timely credit, and customer communication
Provide support for questions related to Debit and ATM cards and other Digital & Payment Channels including Online and Mobile Banking, Bill Payment, External Transfer and Person-to-Person payments
Act as backup subject matter expert for other various Digital functions
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