Digital Services Specialist

General Summary

The Digital Services Representative is responsible for aiding customers with payment solutions, electronic banking services, including online and mobile banking, bill pay, e-statements, debit card disputes and other digital products. The representative will provide high-quality customer service and technical support while ensuring security and compliance with all relevant regulations. This role involves seeking innovative ways to enhance the customer experience and helping to implement new products.

RESPONSIBILITIES AND DUTIES

Key Responsibilities:

• Assist customers with setup and troubleshooting for digital service avenues.
• Provide support for online banking, bill payments, and e-statements.
• Build and maintain technical pathways to bridge integration between third party providers.
• Troubleshoot and enhance software integration.
• Educate customers on electronic banking features and security measures.
• Collaborate with other departments to resolve customer issues or system problems.
• Report any suspicious or fraudulent activities to management.
• Proactively identify opportunities to improve or streamline processes and suggest innovative solutions.
• Assist customers with debit card inquiries, including card activations, replacements, and balance inquiries.
• Ability to maintain regular and reliable attendance, and the ability to work flexible hours, including weekends.

Qualifications:

• High school diploma or equivalent; associate or bachelor’s degree preferred.

• Experience in banking or financial services, particularly in digital or electronic banking.

• Strong communication and customer service skills.

• Proficiency in using banking software, mobile apps, and other digital platforms including a strong technical mentality.

• Experience with SQL or notepad preferred.

• Attention to detail and a strong focus on security.