JOB TITLE: DIGITAL BANKING SUPPORT SPECIALIST
FLSA CLASSIFICATION: NON-EXEMPT POSITION
DEPARTMENT: DIGITAL BANKING
REPORTS TO: DIGITAL BANKING MANAGER
POSITION OVERVIEW:
We are seeking a detail-oriented and customer-focused Digital Banking Support Specialist specializing in both consumer and commercial (Treasury Management) products and services. The ideal candidate will play a crucial role in ensuring our business clients receive exceptional support and guidance in utilizing our digital banking platforms for managing their treasury needs effectively.
DUTIES AND RESPONSIBILITIES:
- Client Support :
- Provide comprehensive support to consumer and business clients using digital banking platforms and Treasury Management products and services.
- Assist clients with troubleshooting technical issues, navigating digital platforms, and optimizing their utilization of treasury management tools.
- Address client inquiries promptly and professionally via phone, email, or chat, ensuring a high level of customer satisfaction.
2. Technical Expertise :
- Develop a deep understanding of our digital banking systems, including treasury management modules, to provide accurate guidance and support to clients.
- Collaborate with internal teams to stay updated on new features, enhancements, and technical updates to digital banking platforms.
- Conduct training sessions for clients to educate them on using digital tools effectively for both consumer and commercial treasury management purposes.
3. Issue Resolution :
- Investigate and resolve client-reported issues related to digital banking platforms promptly and efficiently.
- Escalate complex technical issues to appropriate internal teams and follow up until resolution is achieved.
- Document client interactions, issues, and resolutions accurately in the customer support database.
4. Product Enhancement:
- Gather feedback from clients regarding digital banking platforms' usability, functionality, and performance.
- Collaborate with product development teams to communicate client needs and contribute to the enhancement of digital banking platforms.
- Participate in user acceptance testing (UAT) for new features and enhancements related to digital banking products.
5. Compliance and Security:
- Ensure compliance with regulatory requirements and internal policies related to digital banking and treasury management.
- Educate clients on security best practices and assist them in implementing necessary security measures to safeguard their financial information.
- Monitor for suspicious activities and escalate security incidents as per established protocols.
QUALIFICATIONS:
- Proven experience in a customer support role within the banking or financial services industry, preferably with a focus on Treasury Management products.
- Strong understanding of digital banking platforms and treasury management systems.
- Excellent communication skills with the ability to convey technical information clearly and concisely to non-technical clients.
- Analytical mindset with the ability to troubleshoot and resolve technical issues efficiently.
- Detail-oriented with a focus on delivering exceptional customer service.
- Familiarity with regulatory requirements and security protocols related to digital banking and financial services.
Join our team and become a pivotal part of delivering innovative digital banking solutions to businesses, empowering them to thrive in today's competitive landscape. Apply now to embark on a rewarding career journey with Endeavor Bank.
TRAVEL REQUIRED