Digital Banking Experience Specialist

First Capital Bank is committed to supporting the communities we operate in and representing community banking at its best. We are growing rapidly, and offer a fun but ambitious atmosphere, with opportunity for advancement. As an equal opportunity employer, we consider all applicants without attention to ethnicity, national origin, religion, sex, gender identity, sexual orientation, veteran, or disability status.

The Digital Experience Specialist role focuses on providing an exceptional customer experience to internal and external customers requiring assistance with online banking and ancillary services integrated within the digital platform. A successful candidate must possess the ability to multitask, appropriately prioritize time-sensitive tasks, utilize innovative thinking to navigate complex digital banking roadblocks, and maintain a detailed understanding of all digital banking products and processes. 

[PLEASE NOTE: This is a fully in-person position. Candidates located outside of the metro area must be willing to relocate prior to start date] 

REQUIRED QUALIFICATIONS & EXPERIENCE

•   A high school diploma or GED.
• In-depth knowledge of digital banking products and services such as Bill Pay, Zelle, TransferNow, etc.
• Demonstrated proficiency in Microsoft Office Suite and Fiserv banking software applications.
• At least 2 years of experience with digital banking solutions or a similar role preferred.

KEY METRICS FOR SUCCESS

• Demonstrated ability to maintain professionalism while navigating complex situations with customers. 
• Proven aptitude for effective communication, customer service, and interpersonal skills.
• Demonstrated success with time management and organization, enabling effective prioritization of tasks and management of     diverse responsibilities in a fast-paced environment.
• Interact harmoniously, professionally, cordially, and effectively with co-workers, with a focus on the achievement of bank goals and objectives, through a commitment to teamwork and trust.
• A high level of integrity, professionalism, and accountability when dealing with internal and external customers.
• A commitment to an exceptional level of customer service; going above and beyond to ensure client satisfaction with the digital experience. 

CORE RESPONSIBILITIES

•   Review and ensure proper completion of online banking applications and maintenance forms submitted by internal staff.
• Process online banking applications and create new clients, accounts, users, services, etc.
• Perform maintenance on existing digital banking profiles, including accounts, users, services, etc.
• Review applicable digital banking reports and activity and perform appropriate actions such as escalation, fraud mitigation, etc. as needed.
• Act as the primary point of contact for answering digital banking questions from internal and external customers.
• Assist with customer's routine digital banking needs, including but not limited to: password resets, assistance with ancillary service issues (e.g. Bill Pay, Zelle, and TransferNow), limit increases, and another troubleshooting matters.
• Work with core banking provider to troubleshoot, research, and develop a resolution to any complex digital banking issues.
• Assist digital banking team with feedback monitoring to identify trends, potential issues, and opportunities for improvement.
• Accurately file completed paperwork and maintain records of existing customers and performed maintenance. 
• Comply with bank security and operating policies and procedures, as well as compliance regulations, including KYC, OFAC, CIP, etc.
• Comply with federal and state banking regulations, as well as with all bank and department policies and procedures.
• Maintain an exceptional level of cybersecurity awareness and uphold bank and customer security as the highest priority.

BENEFITS

• 2 weeks of sick time
• Vacation time starts at 2 weeks and increases with tenure
• 6 paid holidays guaranteed annually up to 5 additional paid     holidays (when they fall Sun-Fri) 
• 5% match on retirement contributions
• Employer contribution to medical and dental insurance
• 3 medical plans to choose from, including a high deductible     option 
• No cost for employee-only basic vision insurance
• Employer-paid life and disability insurance
• Optional employee-paid critical illness, accident, hospital     indemnity, term life and long-term care /permanent life insurance
• Medical and Dependent Care FSA 
• Pet discount plan