Digital Banking Specialist

The Digital Banking Specialist is responsible for supporting and enhancing the Bank’s consumer digital banking experience, ensuring digital platforms and services operate accurately, securely, and efficiently. This role serves as a primary point of support for consumer digital banking products, including online and mobile banking, digital payments, fraud monitoring, and customer education.

In addition to consumer support, this position provides secondary assistance with Treasury Services and business cash management products as needed, partnering with internal teams to support operational coverage, customer onboarding, and transaction processing. The ideal candidate is customer-focused, detail-oriented, and comfortable working with digital banking technology in a fast-paced environment.

Why This Role Matters

This position plays a key role in delivering a seamless and secure consumer digital banking experience while providing operational flexibility to support treasury services as needed. The Digital Banking Specialist helps ensure customers can confidently use digital tools while supporting the Bank’s continued growth and innovation.

Key Responsibilities

Consumer Digital Banking Support (Primary Focus)

• Provide day-to-day support for consumer digital banking platforms, including online and mobile banking services.
• Assist customers with onboarding, navigation, troubleshooting, and general digital banking inquiries.

• Deliver clear, timely, and professional customer service through digital banking inboxes, chat, phone, and internal requests.
• Monitor digital banking workflows, alerts, and reports to ensure accurate processing and timely issue resolution.
• Support fraud monitoring activities by reviewing alerts, escalating concerns, and assisting with customer education and follow-up.

Digital Banking Operations & Controls

• Review and dual-control digital banking transactions and activities in accordance with internal policies and procedures.
• Maintain accurate documentation, logs, and records related to errors, exceptions, returns, and corrections.
• Identify, document, and escalate potential risks, discrepancies, or control issues.
• Assist with system testing, enhancements, and updates related to consumer digital banking products.

System Administration & Maintenance

• Perform administrative maintenance for digital banking products and customer accounts, including setup, changes, and deactivation within system consoles.
• Maintain test accounts and demo environments used for training, troubleshooting, and customer demonstrations.
• Support the rollout of new consumer digital features and enhancements.

Treasury Services Support (Secondary / Cross‑Training Role)

• Provide backup or overflow support for Treasury Services and cash management products, including ACH, positive pay, remote deposit capture, and wire requests.
• Assist with basic treasury onboarding, customer inquiries, and operational processing as assigned.
• Partner with Treasury Services and Business Banking teams to ensure consistent customer support and service continuity.

Reporting, Compliance & Continuous Improvement

• Assist with preparation of digital banking and operational reports, including management or board reporting as assigned.
• Support internal audits, reviews, and regulatory requests related to digital banking activities.
• Maintain a working knowledge of applicable regulations, digital banking controls, and ACH rules as they relate to assigned responsibilities.
• Participate in process improvement initiatives to enhance efficiency, controls, and the customer experience.

• Bachelor’s degree or equivalent experience in banking, digital services, or financial operations preferred.
• Experience with consumer digital banking platforms or electronic banking systems strongly preferred.
• Strong customer service, communication, and problem-solving skills.
• High level of accuracy, attention to detail, and sound judgment.
• Technical aptitude and willingness to learn new systems and digital products.
• Ability to collaborate across departments and manage multiple priorities effectively.

Salary : $18 - $22