Business Digital Banking Support Specialist

First Dakota is hiring 2 Business Digital Banking Support Specialist's to join our team! This position is open to any of our First Dakota branches. This person provides responsive, knowledgeable daily support to Business Digital Banking & Cash Management customers. Troubleshoots and resolves digital banking questions and issues through phone calls, email, and business conversations, guides customers in the effective use of available solutions, and coordinates timely escalation and follow-up when additional assistance is required.

The hours for this position are Monday-Friday 8-5 pm.

• Provides prompt, professional daily support to Business Digital Banking & Cash Management customers through phone calls, email, and business conversations.
• Troubleshoots business digital banking access, navigation, functionality, transaction, file-processing, and service-related issues; identifies root causes and communicates clear resolution steps.
• Supports customers using Business Digital Banking & Cash Management products and services, including ACH origination, online wire transfers, remote deposit, fraud prevention services (ACH filters & Check Positive Pay), bill payment, electronic documents, account reporting, alerts, and related solutions.
• Authenticates customers and follows established security procedures before discussing account information, changing access, or assisting with sensitive transactions.
• Documents customer contacts, troubleshooting performed, resolutions, and required follow-up accurately and completely in designated systems.
• Owns customer issues through resolution by monitoring open requests, providing timely status updates, and confirming that service has been restored or the question has been answered.
• Escalates complex, high-risk, or time-sensitive issues to the appropriate internal team or vendor and coordinates communication among the customer and involved parties.
• Assists with the creation of Business Digital Banking agreements, directives and Cash Management service agreements, as necessary.
• Assists with customer setup, user administration, entitlements, maintenance, and service changes in accordance with approved agreements, documentation, and authorization requirements.
• Educates customers on system features, security practices, fraud-prevention tools, deadlines, and operating procedures to promote confident, secure, and effective product use.
• Works closely with Cash Management, Deposit Operations, Loan Operations, Digital Banking, Information Technology, Fraud, branch staff, and other departments to resolve customer needs.
• Understands how digital banking products & services integrate with other established products and services such as deposit accounts, loan accounts, business/Cash Management products, etc.
• Utilizes and understands technology & devices related to deposit and digital banking products & services.
• Maintains working knowledge of Silver Lake/Xperience, the Cash Management suite of products, corresponding web-based systems, and supported digital devices and browsers.
• Monitors recurring questions, service interruptions, and customer feedback and recommends process, communication, training, and product improvements.
• Works within Deposit, Cash Management, Business Digital Banking, Information Security, and regulatory guidelines to reduce risk and protect customer and Bank information.
• Assists with customer communications, system testing, conversions, service implementations, training materials, and other Cash Management or Business Digital Banking projects as assigned.

Attributes include a positive attitude and good work ethic. The ability to process a variety of tasks accurately and efficiently, the capability to maintain strict confidentiality, attention to detail and comply with all Bank policies and procedures. Communicate effectively with various types of clientele, co-workers and departments to resolve an assortment of needs. Strong organizational skills and the ability to work well in a team environment.

Punctuality is a must.

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

Higher Education preferred or minimum five years banking-related…