Digital Support Specialist I

American Riviera Bank•Santa Maria, CA

2d•$20 - $30•Onsite

About The Position

Digital Support Specialist I provides a full range of technical and general support to customers regarding Retail and Business Online Banking; includes but not limited to, technical support for desktop and mobile banking, bill pay, mobile deposit capture, Zelle and eStatements; manages daily processing; resolves problems within given authority. This position is non-exempt and receives direct supervision by the AVP Digital Banking Supervisor. The role involves working alongside other Digital Support Specialists to cover various tasks within the department and assisting with special projects for the Digital Banking area. Performance is reviewed based on soundness of judgment, accuracy, meeting deadlines, and compliance.

Requirements

At least one year of progressively responsible applicable experience within a financial institution, including banking information systems and/or financial services products.
Associate’s degree (AA) or equivalent from a college or technical trade school or other related experience and/or training. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be applicable to the financial industry.
Basic knowledge of related state and federal banking compliance regulations, Bank policies and procedures.
Basic experience, knowledge and training in lending and operations activities and terminology.
Ability to read, analyze and interpret general business periodicals, professional journals, and technical procedures.
Excellent organizational and time management skills.
Intermediate skills in operation of Bank issued computer equipment; word processing, spreadsheets, MS Office, and specialty software programs.
Intermediate keyboarding skills to meet production needs of the position.
Intermediate math skills; ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent, including the drafting and interpretation of bar graphs.
Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, write reports, correspondence and procedures, speak clearly to customers and employees.
Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
Ability to work with minimal supervision while performing duties.

Responsibilities

Provides support to Bank customers for the desktop and mobile online banking services; step by step instruction and support via telephone, e-mail, remotely, or in person for the Bank’s online banking system, Mobile Deposit, and Bill Pay; assists customers with related requirements such as browser or security settings, overall product usage, and training.
Responds to routine telephone, email, and secure messaging requests for information regarding customer accounts and the Bank’s online banking products in a timely and accurate manner; responds to customer inquiries or complaints and forwards messages to the branches as appropriate; troubleshoots and resolves problems within given authority.
Provides support to Bank customers for retail & business bill pay; responds to inquiries regarding payment status, biller management, stop payment requests and user management.
Provides support to Bank customers for e-Statements; reviews and approves enrollment, performs maintenance and troubleshooting, and manages e-Statement notifications.
Provides support for credential management, token management, Secure Access Code (SAC) delivery; assists users with password resets, issues and manages soft/hard tokens, and updates SAC delivery methods.
Creates and manages support cases within the Bank’s ticket tracking system timely and according to department standards.
Processes daily online banking transactions; processes stop payment orders.
Support for Digital Banking, and related products within the delivery channel (i.e. Personal Financial Management)
Password and Token support
Mobile Banking & Mobile Deposit support
Retail & Business Bill Pay support
Payment services support for External Transfers and Zelle
Transaction processing
e-Statements enrollment & support
Support ticket management
Treats people with respect; keeps commitments; inspires the trust of others; works ethically and with integrity; upholds organizational values; accepts responsibility for own actions.
Performs the position safely, without endangering the health or safety to themselves or others and will be expected to report potentially unsafe conditions. The employee shall comply with occupational safety and health standards and all rules, regulations and orders issued pursuant to the OSHA Act of 1970, which are applicable to one’s own actions and conduct.
Comply with all bank policies and procedures and all applicable government regulations including, but not limited to Reg CC, Reg E, Reg D, UCC, NACHA Rules, staying current and knowledgeable of all policies, procedures and regulations related to the job functions and completing all assigned training on time, requesting additional training as needed to be proficient in all job responsibilities; cooperating with internal and external auditors and bank examiners by providing full cooperation and timely delivery of requested documentation and information; and reporting concerns about compliance to the Compliance Officer to enable prompt remediation.
Comply with Bank policies and procedures relating to the Bank Secrecy Act (BSA), and Anti Money Laundering (AML) and Office of Foreign Asset Control (OFAC) guidance. Report suspicious activity to the BSA Department through a Suspicious Incident Report (SIR).
Adhere to privacy and information security policies, and ensure all sensitive internal and external customer information is properly secured and safeguarded. Use secure methods delivering client and/or confidential data by email.