Digital Support Specialist

TITLE: Digital Support Specialist

DEPARTMENT: Operations      

REPORTS TO: Vice President/MIS Manager    

SUMMARY: Digital Support Specialists interact with bank customers primarily through inbound calls.  Familiarity with the bank's core system is critical.  Must be able to actively listen to customer requests, ask questions to clarify needs, and connect the customer to the appropriate department. 

Online Banking Support

•    Receive inbound calls from bank customers, assess customer needs, and route to the appropriate bank department

•    Validate Customer Authority to release information to mitigate fraud

•    Assist with business and consumer online access and registrations

•    Set up and reset passwords and PINs

•    Troubleshoot online and mobile banking issues

•    Complete basic customer requests

•    Identify and report suspected fraud 

•    Assist with completing general account maintenance, online banking agreements, and enforcing transaction limits

•    Assist customers with Bill Pay and P2P.

•    Partner with other bank departments to ensure online banking access is closed in the event of account closures, ownership changes, and deceased customers.

•    Identity and report persistent system issues

•    Be well-versed in all CSI Inquiry functions

•    Support with LinkLive (OLB customer chat)

•    Support Remote Deposit Capture 

•    Review user account reports and remove old/expired users and closed accounts.

•    Download and print monthly Digital Banking reports

•    Understand the Bank’s product offerings and departmental functions

•    Support Branch and Teller staff as needed

•    Other job support as needed

EDUCATION & EXPERIENCE: Minimum high school diploma or equivalent

LANGUAGE SKILLS: Bilingual is a plus but not required

SUPERVISORY RESPONSIBILITIES: None

SCHEDULE CONSIDERATION: Working Days/Hours: Monday-Friday 8:00 am – 5:00 pm

OTHER SKILLS

•    Basic mathematics skills, including simple percentage calculations and simple algebraic solutions

•    Basic computer skills, including working knowledge of the Windows operating environment and Microsoft Office basics.

•    Must be able to make independent decisions

•    Must have strong oral, written, and analytical skills.

•    Must have organizational skills

•    Basic Mobile/Cellular phone functionality.