Digital Banking Specialist

Onsite in Roseville, CA

Determining compensation for this role (and others) at Vaco depends upon a wide array of factors including but not limited to the individual's skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law, Vaco believes that the following salary range reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure: [$20 - $30/hr]. The individual may also be eligible for discretionary bonuses.

About the role:

Under direct supervision of the AVP, Digital Banking Supervisor, the Digital Banking Specialist is responsible for ensuring the smooth operation of the Digital Banking Department by performing a variety of Online Account Opening and Digital Banking duties, including providing thorough review of exception-based online account applications and using critical thinking and technical skills to troubleshoot uncommon digital banking issues and escalations. Works directly with internal teams and third-party vendors to close the loop on client escalations of a more technical nature. Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Responsibilities:

• Works with internal teams and third-party vendors to find resolutions to complex and/or escalated issues within the Bank's digital platform ecosystem.
• Ensures online account opening and digital banking issues and escalations are reviewed, tested, and resolved, and that identified defects and/or enhancements are documented and communicated to appropriate parties.
• Acts as an escalation point for clients, staff, and third-party vendors to quickly troubleshoot issues, ensuring optimal service levels.
• Communicates frequently with other departments and branch employees to resolve issues.
• Runs through test scripts to refine and debug new and existing digital products and services.
• May assist with researching, gathering, and analyzing technical and business requirements in support of implementing organizational and department commitments.
• Assists with drafting standard operating procedure documentation to ensure system integrity, identifying process improvements and automation opportunities where possible.
• Consistently works to identify operational or digital platform improvements.
• Independently performs test-and-learns of new consumer-centric digital experiences, both in the financial institution and non-FI space.
• Provides exceptional service to both internal and external clients.
• Provides training within the department as needed.
• Reviews and processes online applications for various account types in a timely manner, reviewing risk levels, coordinating with management and internal departments such as BSA and Compliance to decision applications.
• Conducts thorough identity verification, account history review, and fraud prevention checks.
• Assists internal staff, clients, and vendors by answering questions related to accounts, procedures, and services. Provides support for clients via the phone, email, and secure messaging. Collaborates with internal teams to obtain necessary approvals and complete account setup.
• Maintains accurate and detailed records of all account opening activities.
• Stays up to date on bank policies, procedures, and regulatory requirements.
• Continuously strives to improve the online account opening experience for increased client satisfaction.
• Assures attention to detail in all job functions to minimize risk.
• Ensures that a professional image of the Bank is maintained both internally and externally.
• Prioritizes, multi-tasks, and works effectively in a deadline-driven, fast-paced environment with daily fluctuating volumes.
• Other duties as assigned.

Qualifications:

• High school diploma or equivalent required; Associate's degree preferred.
• Minimum 2-3 years of back-office experience at a financial institution, preferably in online account opening and/or digital banking.
• Excellent client service skills, both written and verbal.
• Excellent organizational and time management skills with proven ability to prioritize and manage workload.
• Strong leadership and interpersonal skills; presents a positive and professional image.
• Proficient in providing technical level support.
• Proficiency with Microsoft Office Suite including Word, Excel and Outlook required.
• Ability to maintain regular attendance and work scheduled hours.

by Jobble