Digital Specialist I

Position Title: Digital Specialist I 

 Reports to: Digital & Payments Supervisor

Location: Onsite to start (Greenfield) with hybrid schedule after initial training period

JOB SUMMARY:

Completes a variety of detail oriented and auditable daily activities while supporting the bank’s mission statement in a close, team-based environment. 

 Core Competencies:

•Perform basic customer transactions and inquiries through Cleartouch, CRM, and other systems utilized

•Perform basic navigation of all systems utilized

•Basic understanding of operational risk and adherence to risk mitigation processes

•Basic understanding of fraud detection and prevention strategies 

•Understand and adhere to all GSB policies

•Provide exceptional customer experience to both internal and external customers

•Contribute to a positive workplace atmosphere

•Perform basic written procedural updates 

•Professional communication with customers, both internal and external, via all channels (Face to face, Phone, Teams, CRM, and email) 

 DUTIES (ESSENTIAL FUNCTIONS):

• Provide support for questions related to Debit and ATM cards, Reg E and non-Reg E claims and Digital & Payment Channels including Retail Online, Mobile Banking, Bill Payment, External Transfer and Person-to-Person payments


• Investigate reported issues related to customer access of Digital & Payment Channels. May include working directly with Bank Customer, Retail, and various vendors who manage and support the solutions 


• Assist the Card Fraud and Claims Analyst with the processing of fraudulent Debit and ATM Card transaction claims (Reg E) as well as Non-Reg E dispute claims and chargebacks. Claim Processing to include document review, research and investigation, as well as the processing of timely credit and debit transactions related to the claim, and the mailing of customer communications


• Assist with completing the compromised Debit and ATM Card process which includes notifying a predetermined list of Bank employees, notifying the affected customers, performing necessary maintenance, and assisting with the reordering of Debit/ATM Cards for the affected customers


• Tag fraudulent transactions within MasterCard Connect


• Daily review of card block maintenance


• ATM Deposit review including approving or rejecting exceptions and reporting suspicious activity


• Assist with ACH error resolution claims including claim investigation, returns using the proper return code, timely credit, and customer communication


• Act as backup subject matter expert for ATM, debit card, and ACH claims


• Assist with customer and account maintenance


• Initiate, follow, and complete workflows within CRM and eSign programs


• Perform backup for various staff within Deposit Operations


• Perform other similar duties as requested by the Digital & Payments Supervisor, Deposit Operations Manager, or Operations Officer 

Physical Demands of Position:

Ability to operate in a situation requiring the attainment of set limits, accuracies, tolerances, and standards. Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure. Ability to keyboard for extended periods. Minor lifting is required of objects up to 30 pounds. Ability to tolerate moderate levels of noise in a traditional office setting.

 JOB SKILLS/QUALIFICATIONS/REQUIREMENTS:

• Accuracy and attention to detail


• 3-5 years of Teller/Customer Service experience


• Excellent communication skills-verbal & written


• Experience using Microsoft Word/Excel/Outlook


• Basic accounting knowledge


• Relevant GSBU or external training courses on covered topics


• Ability to identify and mitigate operational risk

Greenfield Savings Bank is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity and/or expression, national origin, disability status, protected veteran status, age, marital status, or any other protected class.

Pay is based on related experience, expertise, market data, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.