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Digital Banking Specialist

2 months ago

Tacoma WA USA, United States Heritage Bank Full time
Job Title: Digital Banking Specialist

Heritage Bank is seeking a highly skilled Digital Banking Specialist to join our team. As a Digital Banking Specialist, you will be responsible for providing timely and accurate completion of operational, customer support, and technical support activities related to digital channel products.

Key Responsibilities:
  • Research and respond to internal and external customer inquiries via Jira, email, phone, or in person.
  • Protect and maintain confidentiality with all customer financial data when handling customer requests and transactions.
  • Acquire knowledge to set up, implement, and maintain business online banking and Business RDC customers.
  • Assist in providing troubleshooting and support to business and consumer online banking customers, remotely using Computer Sharing Software and over the phone.
  • Reconcile assigned general ledger and bank control accounts in a timely and accurate manner.
  • Contribute to the success of the department with willingness to share and cross-train in all department responsibilities, as required or assigned.
Requirements:
  • High School Diploma or equivalent required. Coursework and/or certification in business or accounting, and/or relevant education – preferred.
  • Level I - 1+ year recent customer service, data entry, clerical, and/or office support experience, demonstrating working knowledge of general office administration practices and procedures required. Recent experience in Electronic/Digital Banking with working knowledge and understanding of Online Banking, Mobile Banking, RDC, EFT processing, and regulatory compliance preferred.
  • Level II - 2+ years recent experience in bank operations, electronic/digital banking, and/or branch banking, which includes working knowledge and proficiency in online/mobile banking, RDC, EFT processing, and regulatory compliance in a financial services industry required.
  • Equivalent combination of education and experience may be considered.
  • Provides high-level quality service for internal/external customers; responds to customers' needs, questions, and concerns in an accurate, effective, and timely manner.
  • Ability to provide clients with information and data, as well as gain their trust and respect while maintaining personal composure when confronted with a difficult situation and/or customer. Ability to escalate to next-level management.
  • Effective interpersonal and written/verbal communication skills with the ability to communicate technical issues over the phone, in person, and via email; and ability to read, write, speak, and understand English well.
  • Effective research, attention to detail, time management, and organizational skills to manage multiple assignments and reporting requests to meet concurrent deadlines, with moderate supervision and oversight.
  • Basic understanding of debit/credit relationships and negotiable instruments; general math skills to balance accounts and locate routine and non-routine mathematical errors, to process debits and credits accurately, and adhere to customer instructions.
  • Ability to learn and gain an understanding and apply principles, procedures, requirements, regulations, and policies related to assigned area, as well as gain working knowledge of the Bank's policies, procedures, products, and services.
  • Unquestionable integrity in handling sensitive and confidential information required.
  • Working knowledge of office administration practices and procedures.
  • Basic knowledge of MS Office products (Word, Excel, Outlook), with the ability to learn and adapt to new technologies quickly.
  • PC experience using ticketing systems (Jira, etc.) - preferred.
Working Environment/Conditions:
  • Climate-controlled office environment.
  • Work involves being able to concentrate on the matter at hand under sometimes distracting work conditions and frequent interruptions during the day.
  • Work requires willingness to work a flexible and/or rotating schedule or extended hours, as needed.
Physical Demands/Effort:
  • Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day.
  • Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner, and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.
  • Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling, or crouching to file materials.
  • Occasional lifting and/or moving up to 10 lbs. (files, boxes, etc.).