Business Support and Digital Specialist

2 weeks ago

New Albany, United States WesBanco Bank Inc. Full time

Job Title - Department
Business Support and Digital Specialist - Business Support and Delivery
Location

This position is 100% remote within the Bank's footprint. Employee will work full time remote outside of a WesBanco location (may occasionally attend in person meetings, although primary functions of the role are performed remotely).

Market
Upper Ohio Valley
Work Hours per Week
37.5
Requirements

High school diploma or general education degree (GED) required. Associate's Degree preferred.

Minimum of one year of experience in digital banking, banking operations, bank customer service or digital support role in another industry required.

Knowledge of digital banking online account opening and payment systems, required.

Knowledge of commercial and consumer banking digital services, required.

Job Description

SUMMARY:

The Business Support & Digital Specialist is integral in ensuring the efficient operation of our digital banking platform, and contributing to the growth and success of our online banking offerings. This individual will be instrumental in escalated internal support of our customers as they navigate the various digital capabilities that we bring to market. Provides expert support of WesBanco's various digital services.

CUSTOMER SERVICE SKILLS:

Willingness to provide a level of service which will clearly differentiate us from our competitors.

INTERPERSONAL SKILLS:

Professional demeanor in appearance, interpersonal relations, work ethic and attitude.

Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions oriented manner.

Ability to interact effectively across all levels of the organization, including senior management, branch network, other departments and vendors.

Ability to accurately follow instructions, multi-task, listen attentively.

Detail oriented with strong organizational skills.

Able to work independently and meet communicated deadlines.

Excellent verbal, written and presentation skills with the ability to define and solve problems.

Team player with a positive outlook

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Maintains substantial knowledge and experience in Digital Banking applications including online and mobile banking systems.

Performs various operational support duties relating to our digital services to provide optimal experiences for our customers.

Troubleshoots and problem solves complex customer issues via various communication channels.

Assists with work efforts assigned during acquisitions.

Participates in initiatives and projects within assigned area of responsibility.

Participates in testing of new functionality and documentation of test results in correlation with digital systems. May lead testing initiatives within assigned area of responsibility.

Serves as a liaison between the assigned business areas and third party vendors and Information technology (IT) resources in an effort to resolve escalated customer issues and ensure customer satisfaction. Is the first point of escalation for issues from digital team associates.

Opens and tracks support tickets.

Assists with training of digital banking associates related to digital banking systems.

Performs a variety of routine tasks related to digital services.

Other duties may be assigned.

OTHER REQUIREMENTS:

Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.

Demonstrated proficiency in basic computer applications such as Microsoft Office and ability to learn various applications.

Knowledge of FIS digital platforms preferred.

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