Join Rosedale Federal and Be a Part of OUR STORY

About Rosedale Federal

At Rosedale Federal, we pride ourselves on being a community bank. We are a highly successful, growing financial institution with a rich 116-year history, over $1 billion in assets, 13 retail branch locations in MD, and approximately 155 employees. Our culture, strategic vision, and core values center around community , both internal and external. We believe what sets us apart is our strong commitment to our people - employees, customers, and communities - with a focus on employee engagement and recognition, work/life balance, growth and development opportunities, personal connections, delivering an exceptional personal touch customer experience, charitable giving, employee involvement in our communities, financial literacy, and so much more.

About the Job

Rosedale Federal is currently seeking a Digital Banking Specialist to join our team. This back-office position is responsible for performing key tasks related to digital banking with a focus on innovation and service delivery. The Digital Banking Specialist is responsible for completing various activities such as setups, troubleshooting, research, and day-to-day support of Digital Banking including, but not limited to system tasks and support of all consumer and business online banking platforms, channel partner products/APIs, bill pay, remote deposit capture, MasterCard debit cards and mobile wallet, ATM transactions, ACH transfers, AFT transfers, eStatements, online chat/conversations, software communication, and other digital and remote customer utilization. The position requires the ability to work effectively in a multi-faceted, organizationally complex environment with changing priorities. This individual will be required to rotate through, train others, and cover as needed in various functional areas of Banking Operations including, but not limited to daily operations.

The position is onsite at our Corporate Office in Perry Hall and is eligible for our Workplace Flexibility program.

In this role you will:

• Provide accurate and efficient servicing, implementation, and technical support of all Digital Banking products and ensure all new product implementations, internal and external questions are handled timely while consistently incorporating risk mitigation best practices.
• Process digital banking requests and applications, ensuring proper procedures are followed to minimize/eliminate losses to the Bank and its customers, while maintaining prescribed service level standards.
• Detect, research, and resolve potential fraud transactions using tools provided.
• Support customers and Bank staff to ensure the implementation of services, training of end users, and promotion of the features and benefits of the Bank's products and services are being effectively communicated.
• Provide Digital Banking support to Bank employees as they service customers' Digital Banking needs, including hardware and software troubleshooting and diagnosis. Provides phone and email support to internal and external customers resolving complex, in-depth issues often requiring lengthy calls or emails.
• Respond to and resolve calls escalated from the retail branch network, bill pay, or Call Center. Communicate with core and 3rd party vendors to set up customers or resolve their issues.
• Monitor output from core processor and other ancillary software for accuracy, ensuring all work processed is in compliance with departmental procedures and takes appropriate action where needed or escalates timely.
• Create, refine, and maintain forms and procedures within areas of expertise to ensure consistent performance of routines and practices for the Digital Banking and remote channels functions.
• Assist with the testing and implementation of changes and releases.
• Adhere to all applicable laws and regulations governing bank operations, including compliance with the Bank's BSA/AML Policy and Procedures. Preserve the principles of separation of duties.
• Ensure the adherence to established policies and procedures by gathering data and communicating with the appropriate supervisor.
• Maintain a strong understanding of the Bank's consumer and business Digital Banking products and services and stays abreast of changes and enhancements.
• Maintain knowledge and ensure compliance with all applicable State and Federal banking regulations, bank policies, and procedures. Timely completion of Compliance training.
• Provide back-up coverage and support for other departmental functions.
• Analyzes work processes and contributes suggestions on alternative methods to improve efficiencies within the Digital Banking channels and the Banking Operations department.

What we are looking for:

• Ability to support and guide co-worker(s) effectively.
• Strong judgment, problem-solving, and decision-making abilities; able to think analytically.
• Proven written communication skills.
• Ability to effectively handle conflict-resolution.
• Excellent customer service and telephone skills.
• Able to handle multiple tasks.
• Ability to effectively collaborate with other areas throughout the Bank.
• Proficient computer skills relevant to Outlook, Word, Excel, and PowerPoint.
• Solid knowledge of web-based support, including but not limited to browsers, compatibility, virus software, and other online technical troubleshooting.
• Strong organizational skills and follow-through.
• Ability to work independently and as a team player.
• Ability to maintain accurate records and files.

Your experience:

• High school diploma or equivalent required. Associate/Bachelor degree in related field preferred.
• 3 years deposit operations or retail banking platform experience with knowledge of deposit transactions and deposit products and services. Specialized experience with support of remote channels, digital banking, and debit card platforms is also required.
• Solid understanding of deposit-related regulations.
• Knowledge of ACH rules and regulations recommended.
• Previous experience working in a multi-channel call center environment preferred.

Benefits you will enjoy:

• 401(k) - fully vested employer match and discretionary year end employer profit share contribution
• Health Savings Account with generous employer contribution
• Wide variety of Voluntary Benefit Options
• Employer subsidized Health & Wellness Fitness Program
• Generous paid time off including Birthday Day Off
• Paid Parental Leave
• Discretionary performance-based bonus program
• RISE Employee Recognition Program
• Paid Community Outreach Hours
• Workplace Flexibility

We are an equal opportunity employer. Employment selection and related decisions are made without regard to race, color, religion, sex or gender (including pregnancy), age, marital status, disability, national origin, veteran status, sexual orientation, gender identity, genetic information or any other protected class.