Digital Banking Operations Specialist

Description:
POSITION OVERVIEW

Responsible for the operational performance of the bank’s mobile banking and online banking services. Works with management to determine policies and procedures for digital banking and ensures they are followed. Researches and understands all functionality of the digital platforms and identifies features of existing services to build efficiencies and make recommendations to management on additional functionality as technology continues to evolve. Provides direct customer support and ensures staff is well trained and proficient on digital banking services, including development of written training materials. Follows the bank’s mission with evolving technology by understanding and executing management’s digital banking strategy to increase revenue and enhance the customer’s e-banking experience.

PRINCIPAL DUTIES AND RESPONSIBILITIES
- Demonstrates a commitment to achieve goals as a bank, department, and individual.
- Researches and recommends new electronic banking services based on banking trends and available technology that fit within the strategy of the bank.
- Implements a data-driven roadmap that aligns with the long-term strategic goals and objectives of designing and cross-selling of related bank products and services.
- Provides comprehensive support to both external and internal clients to ensure they have a seamless experience with our digital solutions.
- Works with marketing to ensure successful implementation of digital promotional campaigns and website maintenance.
- Tracks metrics of all electronic banking products
- Works alongside technical partners to implement new electronic banking services ensuring compliance and assists in establishing procedures that mitigate the risks associated with the technology.
- Ensures effective communication of electronic bank policies and procedures to employees ensuring consistency and safety and soundness. This includes conducting regular committee meetings to ensure that e-banking goals and objectives are clearly communicated with bank employees.
- Measures customer engagement of their digital experience. Analyzes awareness, setup, activation, and ongoing usage to determine drop off points.
- Partners to ensure digital solutions maximize the use of digital platforms and capabilities for the benefit of the customer experience.
- Identifies recurring and supplementary training needs and opportunities; develops and implements a plan to meet those needs.
- Performs other duties as assigned.

**Requirements**:
Education/Experience
- Associate degree or related banking experience
- Project management experience
- Knowledge of consumer and commercial banking products and services

Knowledge & Skills
- Proficiency in Microsoft Word and Excel
- Effective verbal and written communication skills
- Strong technical skills
- Strong analytical and critical-thinking skills
- Excellent leadership, customer service, and interpersonal skills
- Ability to prioritize tasks, delegating when appropriate.
- Ability to relate well to customers and coworkers in a positive atmosphere of mutual respect.
- Trustworthiness and the ability to act with integrity.

PERSONAL ATTRIBUTES
- Self-motivated, enthusiastic with a positive attitude
- Self-starter, proactive, takes the initiative
- Ability to handle a multitude of different situations; sometimes simultaneously.
- Excellent organizational skills and attention to detail
- Desires continuous incremental improvement for both self and organization