Consumer Digital Banking Specialist

Position: Consumer Digital Banking Specialist I
Job Type

Full-time

Description

SUMMARY

The Consumer Digital Banking Specialist I supports the day-to-day operations of consumer digital banking platforms, helping to ensure secure, reliable, and user-friendly experiences for clients and internal teams. This role provides first-level technical and operational support by assisting with system access issues, routine configuration and maintenance tasks, and coordination with internal partners when needed. The Specialist I contributes to operational accuracy by monitoring daily activity and reports, reviewing enrollments and transactions, and supporting fraud prevention efforts under established procedures.

Additionally, the role participates in continuous improvement through documentation, testing of system updates and enhancements, and ongoing learning to remain current with digital banking tools, compliance requirements, and best practices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide first-level support for consumer digital banking issues, including online banking, mobile banking, external transfers, and bill pay.
• Troubleshoot access-related problems reported by branches, call center, and internal teams.
• Perform routine system maintenance, configuration updates, and user setup tasks.
• Document procedures, known issues, and resolutions to support team training and consistency.
• Assist in testing and validating system updates, new features, and enhancements.
• Engage with IT and vendors when escalating issues for resolution.
• Monitor daily digital banking operations for accuracy, performance, and compliance.
• Review and reconcile system-generated reports and alerts.
• Review online banking enrollments and approve for use.
• Review, approve, and maintain online account applications.
• Monitor external transfers and digital activity for accuracy and potential fraud.
• Complete assigned general ledger proofs and resolve outstanding items.
• Demonstrate professionalism, accuracy, and discretion when handling sensitive information.
• Maintain a working knowledge of digital banking systems, procedures, and compliance requirements.
• Communicate clearly with peers, branches, call center, and operational teams.
• Exhibit strong organizational and problem solving skills.
• Complete all internal Company training as assigned and required.
• Adhere to the Company's privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
• Exhibit the ability and desire to embrace and enhance the Company culture.

Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

SUPERVISORY RESPONSIBILITIES

Not applicable

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

• Minimum of 12months (1year) of experience in digital banking, electronic banking operations, or related financial services role.
• Prior experience troubleshooting technical issues or working with IT partners/vendor support strongly preferred.
• Familiarity with digital fraud prevention tools, risk indicators, and secure banking practices.

SKILLS

• Proficiency with Microsoft Office Suite; ability to document procedures clearly and consistently.
• Strong attention to detail and accuracy when reviewing high risk transactions or system activity.
• Ability to identify process inefficiencies and contribute to continuous improvement initiatives.
• Demonstrated professionalism and discretion when handling sensitive or confidential information.
• Ability to manage multiple tasks in a fast paced environment while maintaining accuracy.
• Commitment to ongoing learning to stay current with evolving digital banking technologies.
• Strong customer service mindset and problem resolution orientation.
• Basic knowledge of the banking and financial services industry including federal laws and regulations
• Willingness to gain new knowledge and technical skills.
• Intermediate typing skills to meet the production needs of the position.
• Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals,…