Description

 • Provide support by phone, email, or chat to customers who use online or mobile banking, bill pay, mobile deposit capture, and other online services.

• Research, make recommendations and resolve customer disputes relating to online banking services in conformance with all bank regulations.

• Evaluate and suggest modifications to Holding company and Bank website.

• Interact with Senior Management, Marketing, and Compliance to meet corporate objectives, clarifying development concepts and ideas in regard to projects and changes to the bank’s digital banking program.

• Prepare Management & Board Reports collaborating with Supervisor/Management to analyze the effectiveness of existing online banking services. Ensure reports review comprehensive aspects of online banking initiatives.

• Complete setup, obtain compliance approval, test and troubleshoot new online products and services.

• Update, critique and recommend product enhancement while measuring the effectiveness of existing Online Banking Services.

• Promote and/or create training programs to teach and advance usage of Online Banking, Business Banking, and Bill Pay and P2P among staff members and customers. 

• Develop, analyze and maintain record of statistical data reflecting online and mobile banking services activity and operational performance.

• Understand and ascertain both Business Banking and Internet Banking programs for further service and business opportunities.

• Provide courteous, prompt, and exceptional service in all communications with both customers and bank personnel. 

• Be knowledgeable of contracts with Online Banking and Internet Providers ensuring accuracy with products.

• Work with third party digital banking vendors to open tickets, correct issues, and keep all systems updated to meet customer needs and comply with all regulations.

• Manage the Bank’s online deposit account opening program

Requirements

 • General experience and comfort level with technology / computers / mobile devices.

• Knowledge of core banking systems, card services, and other systems that may provide information to the digital banking systems.

• Excellent communication skills, polite, and professional.

• General knowledge of Microsoft Excel and Word.

• Good personality; ability to speak with clarity and precision. 

• Ability to deal effectively and tactfully with all types of customers and employees--sometimes under stress and in a fast-paced, customer-oriented environment.

• Strong interpersonal and organizational skills. 

• Willing to share time, ideas, and responsibilities, a Team Player. 

• Ability to multi-task, following policies and procedures.

• Dependable, honest, and flexible. Confidential. 

Goals & Objectives:

(All Employees)

• Listen to the customer’s needs and provide education regarding bank products, fees, and services. 
• Take responsibility for at least one United Way charity activity every three years. 
• Complete all assigned trainings on time. 

Physical Requirements:

• Ability to stand for extended periods of time
• Ability to lift up to 25 pounds
• Ability to operate a computer and other office equipment

EOE including Disability/Vets 

Member FDIC