Digital Specialist

Greenfield Savings Greenfield, Massachusetts, United States

Position Title:Digital Specialist

Currently Held By:

Reports to:

Digital & Payments Supervisor

Location:Onsite to start (Greenfield) with hybrid schedule after initial training period

JOB SUMMARY:

Completes a variety of detail oriented and auditable daily activities while supporting the bank’s mission statement in a close, team-based environment.

Core Competencies:

• Perform basic customer transactions and inquiries through Cleartouch, CRM, and other systems utilized
• Perform basic navigation of all systems utilized
• Basic understanding of operational risk and adherence to risk mitigation processes
• Basic understanding of fraud detection and prevention strategies
• Understand and adhere to all GSB policies
• Provide exceptional customer experience to both internal and external customers
• Contribute to a positive workplace atmosphere
• Expand knowledge and ability to retain information
• Perform basic written procedural updates
• Professional communication with customers, both internal and external, via all channels (Face to face, Phone, Teams, CRM, and email)

DUTIES (ESSENTIAL FUNCTIONS):

• Perform daily ACH processing, balancing, reporting, exceptions, returns, disputes, reclamations, and specialized ACH transactions
• Support ATM and debit card operations, including card issuance, maintenance, deposit reviews, and limit increases
• Monitor electronic transactions for potential fraud and maintain card fraud prevention and transaction-blocking systems
• Research and process Regulation E and non-Regulation E disputes involving ACH, ATM, debit card, and electronic banking transactions.
• Administer digital banking services, including online banking, mobile banking, mobile deposit, bill payment, electronic transfers, eStatements, and Zelle
• Perform daily reconciliation, reporting, exception monitoring, and quality-control reviews across electronic payment channels
• Process customer and account maintenance requests associated with electronic banking products and services
• Ensure operational activities comply with applicable regulations, payment network requirements, and established bank policies and procedures
• Research and resolve complex transaction discrepancies, system exceptions, and customer-impacting electronic banking issues
• Provide operational guidance and support to branches, internal departments, and customers
• Maintain accurate records and documentation to support regulatory compliance, audits, risk management, and internal controls
• Identify processing issues, operational risks, and opportunities to improve efficiencies, controls, and customer experience
• Act as backup subject matter expert for other various Digital functions
• Initiate, follow, and complete workflows within CRM and eSign programs
• Perform backup for various staff within Deposit Operations
• Perform other similar duties as requested by the Digital & Payments Supervisor, Deposit Operations Manager, or Operations Officer

Physical Demands of Position:

Ability to operate in a situation requiring the attainment of set limits, accuracies, tolerances, and standards. Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure. Ability to keyboard for extended periods. Minor lifting is required of objects up to 30 pounds. Ability to tolerate moderate levels of noise in a traditional office setting.

JOB SKILLS/

QUALIFICATIONS/REQUIREMENTS:

• Accuracy and attention to detail
• 3-5 years of Teller/Customer Service experience
• Experience using Microsoft Word/Excel/Outlook
• Basic accounting knowledge
• Experience with Fiserv applications preferred
• Relevant GSBU or external training courses on covered topics
• Ability to identify and…