Digital Bank Operations

JOB TITLE:                         Digital Banking, Implementation & Payment Specialist

REPORTS TO:                    Director of Deposit Operations

CLASSIFICATION:             Exempt

LOCATION:                        Phoenix, Arizona Headquarters Office (On-Site)

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SUMMARY:

You own it, are accountable and likely are a top performing Digital Implementation & Payment Specialist at a financial institution. You are eager for an opportunity to pursue personal and professional growth, are interested in exploring a change and not intimidated with the challenge of hard work. Ethics, integrity, building trust, developing relationships, honoring your promises, and delivering results are important to you. 

You are very intrigued to learn that our employees rank us among the best work cultures they have experienced. You are interested in learning about the proprietary "Integro360" services we invented and provide on a complimentary basis as a consultative tool to businesses. You are curious to learn why we are one of the fastest growing banks, at a time when many other banks are downsizing, slowing their growth, and facing significant financial challenges. You either currently live in the Phoenix Arizona metro area or have family or friends and are interested in being based here. If this sounds like you, please keep reading and we encourage you to apply. 

The Digital Implementation & Payment Specialist will be a champion for providing superior customer service to both personal and business customers. In addition to supporting complex relationships, this role will be responsible for the implementation of services to ensure successful onboarding and transition of the relationship as well as provide product training and ongoing support for internal teams and employees. The Digital Implementation & Payment Specialist will understand the overall banking relationship, including the pricing and operational interdependencies, providing excellent service to all partnering lines of business and internal clients. Works with all levels of bank management to ensure service delivery and accurate reporting to aid in the implementation of strategic plans and company brand.

RESPONSIBILITIES:

·      Exercise judgment and discretion by coordinating and owning the onboarding process for new clients, including the collection of necessary documentation and information.

·      Exercise judgment and discretion by setting up digital solutions and treasury management services in the system and ensure all services are activated as per the client's specifications but within bank policies and state/federal regulations.

·      Work closely with internal clients (Sales, TM, BDOs, Client Success Team, Operations and IT) to implement digital and treasury management services, such as online banking, online ACH, online wire, RDC, Positive Pay and liquidity solutions. This includes setting all the approved requested limits for clients.

·      Conduct setup, client training & client testing for advanced Treasury Management services such as ACH and test file for Positive Pay to ensure they are set up properly and follow up to ensure clients have accessed and know how to use our platform.

·      Exercise judgment and discretion to help clients to set up RDC and ensure the RDC scanner is ordered, set up and working for the clients.

·      Exercise judgement and discretion by onboarding, implement, complete fulfillment, client training and client request tracking to ensure we are meeting and exceeding our own time standard ETAs.

·      Set up billing within the core system and test the billing prior to statement cycle cut.

·      Exercise judgement and discretion by ensuring all services are configured correctly and meet both consumer and business clients’ expectations.

·      Provide training to clients on how to use digital and treasury management solutions and tools effectively.

·      Collaborate with the client success team to provide full client support during the digital and/or Treasury Management onboarding phase, addressing any questions or concerns.

·      Offer ongoing support and assistance directly to internal and external clients, ensuring a smooth transition and usage of services.

·      Troubleshoot and resolve any issues that arise during the implementation process.

·      Identify opportunities for process improvement, optimal client experience and work with the team to implement changes that enhance efficiency and client satisfaction.

·      Innovate and collaborate with Marketing on client training materials and product sheets.

·      Stay up-to-date with industry trends, best practices, and regulatory changes in treasury management.

·      Exercise judgement and discretion while supporting internal and external clients, including the TM Portfolio Team and both loan and deposit BDO’s as needed.

• Evaluate and performs relationship reviews to uncover new operational efficiencies.
• Performs system setups for new and existing opportunities.
• Independently monitors and quickly responds to inquiries submitted to the department inbox and request tracking logs.
• Provides superior customer service with every customer interaction.
• Exercise judgement and discretion to assist internal and external clients with complex Treasury Management setups, inquiries and problem solving.
• Independently research and resolves problems within the given authority and effectively escalates when necessary.
• Exercise judgement and discretion by collecting information and inputting relevant data into FIS and other bank systems.
• Prepare reports as needed.
• Performs a variety of routine daily tasks as a back-up; reviews reports, prepare correspondence, and participates in special projects.
• Assists and supports Branch Operations, including but not limited to: Branch opening and closing duties and security procedures; cross-training and cross functional support with Branch Operations and Client Success Team members; communication and collaboration related to client challenges and feedback, including timely and appropriate internal escalation to management; participation and support creating, maintaining, reviewing and updating Branch operational procedures.
• A leader and champion of Bank core values for both internal and external clients.

QUALIFICATIONS:

Knowledge, Skills & Abilities

• Strong understanding of treasury management products and services.
• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational skills.
• Proficiency in Microsoft Office Suite and treasury management softwares.
• Preferred experience with FIS core and digital system.
• Ability to work independently and collaboratively in a team environment.
• Strong problem solving and analytical skills.
• Ability to multi-task and strong organizational skills.
• Strong written and verbal communication skills.
• Excellent customer service skills.
• Ability to work with minimal supervision.
• Good PC skills, including basic skills using MS Word, Excel, and Outlook.
• Ability to represent the department and Integro Bank in a polished, professional manner always.
• Empathic with genuine care and put client first

Education & Experience

• Minimum of 3 years of Digital Implementation and Treasury Management experience in financial services
• High School diploma or GED
• Bachelor’s degree preferred.
• Must pass a background check, including credit.

ENVIRONMENT & PHYSICAL DEMANDS:

• Ability to lift a minimum of 20lbs. (e.g., file boxes)
• Must be able to sit, stand, bend and stoop.
• Sitting/Standing for 90% of the time
• Requires ability to use a keyboard for up to 8 hours.

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

INCLUSION AND EQUAL OPPORTUNITY EMPLOYMENT: Integro Bank is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by law.

About Integro Bank. Our Mission is to “Help small businesses maximize growth and employment”. Our Why is because “Employment lifts people up and transforms lives”,

Our Core Values are: 

·      Earn and be worthy of Trust: Trust is everything. Be authentic, honest, make personal connections and keep your promises. 

·      Demonstrate an optimistic and positive attitude: Our intentions should be upbeat, positive and lift others up. Positivity breeds success. 

·      Focus on client-centric solutions: We listen, understand and WOW our clients. 

·      We deliver results: Own it, be accountable, committed and strive for positive outcomes in everything we do. 

Benefits: Comprehensive package including: Health, dental and vision insurance, paid time off, company paid life insurance, short and long-term disability, 401k, and tuition savings program.