Senior Digital Channels Specialist

EQUAL OPPORTUNITY EMPLOYER, INCLUDING DISABILITY/VETSSummary DescriptionAssists the Digital Channels Manager with the implementation of the bank’s digital banking services. Consults with vendors to improve customer digital experience and resolve potential digital utilization disruption. Works closely with other departments to identify customer expectations, and engage with vendors to improve functionality. Stays abreast of fraud trends, and identifies gaps within our internal fraud prevention processes. Helps lead response and prevention tactics during periods of high-risk activity. Aids in customer and employee communications regarding Digital services. May provide support for the daily operation of the bank’s credit card program. Aid in managerial statistics, budget reporting and audits.Essential FunctionsProvide direct customer support through the Online and Mobile chat feature for Digital related inquiriesSupport and assist implementation of the bank’s electronic banking services, including risk assessments associated with the productsWork with vendors to research and resolve customer casesConsult with vendors to improve functionality based on customer expectationsWork closely with the Customer Care Center, Help Desk, branch staff and fraud to research and resolve customer concerns or issuesConsult with Customer Care Center to improve functionality based on customer expectationsStay abreast of and identify trends in internal and external fraudulent activity and through outside resources and educationidentify gaps in fraud prevention processes and procedures, recommend possible solutionsConsult with Fraud department to develop and implement strategies and tactics to detect and reduce fraudMonitor reviews within the Apple and Google App stores and respond to customers accordinglyResearch and process customer digital transaction disputes according to Reg. E guidelinesHelp lead response and prevention tactics during high-risk, high-activity periods of fraudAssists with timely customer and employee communications regarding Digital services including maintenance schedules, downtime, or other alertsResponsible for the completion of: daily task reviews, maintenance submissions, and any other assigned daily functionServe as a liaison between the bank and Elan to provide credit card support to staff and customersAssists with creating training materials for department and others impacted by digital servicesBecome competent in all aspects of digital banking services, process, and proceduresHelps lead cross training in departmentReviews and responds appropriately to Customer Feedback ProgramAssists in gathering and compiling data for reports and auditsPosition RequirementsBachelor’s degree preferred in related field3-5 years related banking experience or equivalent online systems support experienceWork is generally performed indoors in environmentally controlled conditionsTypically the employee may sit to perform the work. However, there may be some standing, walking, bending and carrying of light items in the course of the workReasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsCritical Skills / ExpertiseAdvanced technical skillsExcellent organizational, problem-solving and project management skillsStrong attention to detailInnovating and creative thinking skillsPossess excellent interpersonal, written and oral communication skillsProficient in Microsoft Office suite

Salary : $55,000 - $85,000