Digital Banking Specialist

Job Description

The Digital Banking Specialist engages with customers through digital channels, supporting retail banking products and services for new and existing clients. This role involves promptly and efficiently addressing customer needs, offering solutions, and ensuring a customer-focused approach.

Qualifications: This person should possess an associate’s degree plus two years of bank experience, or the equivalent. A basic understanding of banking is preferred. This role requires the ability to work both independently and collaboratively in a high-volume, fast-paced environment, demonstrating problem-solving skills to identify effective solutions. Proficiency with mobile technology, devices, apps, and messaging platforms is essential. A personable, empathetic, and knowledgeable approach to banking is key.

Principal Responsibilities

• Continually monitor and respond to all incoming customer conversations that route through digital banking and CRM as well as potentially completing outbound conversations/phone calls per internal requests.
• Accept and verify information relating to the opening of new accounts for existing/new customers, including recommending and cross-selling bank products and services which meet customer needs. Prepare all new account documents according to bank policy and procedures.
• Work daily reports and reach out to customers through digital conversations and potentially by phone when needed to complete the reports.
• Identify and report fraud or suspected fraud occurrences and know what steps are needed to protect the customer and the bank.
• Troubleshoot digital banking through the mobile and online experiences including, but not limited to, multifactor authentication, bill pay, mobile deposits, and external transfers.
• Adhere to established policies and procedures regarding appropriate resolution of customer complaints.
• Keep up to date on current department and Personal Bankers procedures and policies.
• Assist with training new employees, projects, testing, etc. as requested.
• Promote the bank’s philosophy of excellent customer service.
• Attend all meetings and any other developmental training deemed necessary by the Digital Banking Supervisor.
• Act in accordance with FBT policies and procedures as set forth in the employee handbook.
• Adhere to compliance procedures and participate in required compliance trainings.
  
  

Compensation Grade

Hourly Grade 4

First Bank & Trust is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or status as a protected veteran. Read our complete Equal Employment Opportunity Policy Statement. Applicants who would like to request reasonable accommodation to the application or interview process should call Human Resources at 800.843.1552 or email hr@bankeasy.com.