Digital Banking Specialist

POSITION SUMMARY:

This position is responsible for delivering digital experience to our Retail and Business Banking customers. The Digital Banking Specialist will be responsible for: collaborating with design and technology partners to manage new features from development through release; ensuring key metrics are being met; and implementing new and innovative digital solutions that build trust and exceed customer expectations. Will work closely with the Digital Banking Manager and line of business partners to understand business goals and objectives and ensure our efforts are adding value. Responsible and accountable for risk by openly exchanging ideas and opinions, elevating concerns, and personally following policies and procedures and recommending modifications as needed. Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience.

A blend of technical and relational skills will be required for success as influencing an idea or enhancement from fruition through to implementation is expected. To stay close to both customer and business needs, the incumbent will be expected to collaborate and maintain strong relationships between Information Technology, Project Management, Operations, Marketing, and Commercial and Retail Banking.

OBJECTIVES OF THIS ROLE:

• Manage, evaluate, and recommend changes or enhancements to new digital products/services to improve the customer experience. Collaborate with IT, Project Management, Operations, Marketing, Retail and Commercial Banking to ensure alignment.
• Evaluate and recommend changes or enhancements to operational processes and procedures, such as exception handling, customer recordkeeping, streamlining workflow, technical enhancements, etc. to improve and maximize operating efficiency in all areas of the department.
• Supervise and assist in the successful implementation and testing of all new programs, applications, software, and hardware (i.e., online banking products, system upgrades, etc.).
• Act as a liaison for all related internal and external audits. This includes coordination of the audit request, on-going support during the audit/examination, development of the audit/examination management response, and identification, communication, and resolution of exception items with staff.

RESPONSIBILITIES:

• Accountable for product management and development of online and mobile digital banking capabilities
• Ensure service level commitments are met in accordance with agreements, including response time and accuracy.
• Provide and analyze performance and statistical reports providing recommendations as warranted.
• Manage and coordinate department specific initiatives and projects by assigning tasks, ensuring proper communication, and completion within established timelines.
• Manage and prioritize vendor roadmaps / change management.
• Possess working knowledge of the NACHA Rules, FFIEC guidance, debit card processor rules and Regulation E guidance, etc.
• Perform other such duties as assigned.
• Maintain compliance with and adhere to all state and federal regulations and Bank policies and procedures, including, but not limited to Bank Secrecy Act, FACT ACT, Community Reinvestment Act, and EEO/AA/Fair Employment Practices.

Requirements

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE- be specific on years of experience/ skills and whether required or preferred.

• Bachelor's degree (B. A.) preferred; 5 to 7 years of related experience required.
• Complete working knowledge of electronic banking responsibilities, including general ledger accounting, reconcilements, wire processing, deposit regulations, ACH processing, online banking, mobile banking, remote capture, Treasury operations, administration/reporting requirements and key control requirements that directly relate to electronic banking. Preferred, experience in contact center operations.
• Experience working with bank core processor, experience with Fiserv a plus.
• General background and experience with financial institution operating policies and procedures, especially regulatory and internal control requirements

ADDITIONAL REQUIREMENTS: Certificates and Licenses

• Valid Driver's License

COMPLIANCE:

• As generally applicable to F&M Bank and commensurate with these job functions, this job role includes accountabilities for following Bank policies and related procedures, as well as regulatory requirements involving federal and state laws, regulations, and related guidance.
• Compliance with Bank Secrecy Act (BSA), including accurate completion of Currency Transaction Reports (CTR) when applicable, Anti-Money Laundering Act (AML), Office of Foreign Asset Control (OFAC) and the USA PATRIOT Act. Adhere to Customer Identification, Customer Due Diligence and reporting of suspicious activities to the BSA Department.

EXEMPT/SALARIED COMPETENCIES:

• Job Knowledge: Understands duties and responsibilities, possesses necessary job knowledge and technical skills, maintains job knowledge current.
• Productivity: Manages a fair workload, volunteers for additional work, prioritizes tasks, develops good work procedures, manages time well, and handles information flow.
• Quality: Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.
• Self-Development: Seeks out and accepts feedback, is a proactive learner, takes on tough assignments to improve skills, keeps knowledge and skills up to date, turns mistakes into learning opportunities.
• Adaptability: Ability to plan and organize work in new or changing situations, to apply self in emergencies and to respond to new procedures.

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