Digital Services Specialist

Overview

The Digital Services Specialist is responsible for supporting the Bank’s digital banking products and services, including but not limited to online and mobile banking, remote deposit, and online account opening. This position provides support to internal bank personnel, performs daily operational activities primarily related to customer access and use of digital services, and helps to troubleshoot customer issues reported for the digital services platforms.

As a member of the Payment Operations Team, this individual will be cross trained on additional Payment Operations functions to maximize department capacity and coverage.

• Complete business registrations and user access, validating Insight account ownership authority prior to granting the requested access.
• Provide support to internal personnel, responding to Online Banking inquiries and requests related to Online Banking registration, online account access, system features and functionality.
• Review daily Closed Account reports and update online banking agreements, user details, bill pay, and scheduled external transfers accordingly to prevent further online use of the closed account.
• Review daily reports associated with online banking agreements created and updated, including accounts linked and changes to agreement status, and update related systems/services as needed to ensure the correct customer access to online banking and related services.
• Review checks deposited remotely through the Bank’s mobile app, reviewing checks for validity, and assessing risk factors to approve or reject the check.
• Complete daily reconciliation of Mobile Deposit activity and process the daily batch deposit for the mobile deposit teller.
• Update online banking external transfer and remote deposit limits as requested in accordance with approval requirements.
• Utilize Verafin reports to research online banking external accounts added to identify any potential anomalies in the online activity and where indicated, call those customers to confirm that the activity is valid.
• Create online banking Retail ACH (external transfer) batches, referring to risk indicators to determine high risk transfers requiring additional risk mitigation action which may include customer contact.
• Oversee online deposit account opening (iOpen, eOpen), reporting system issues and working with vendor toward resolution, escalating as needed to ensure assigned vendor resource attention.
• Review Insight Online Applications queue each morning and periodically throughout the day for any applications displaying an error and/or in a status requiring review, researching as needed to determine and complete required actions to either complete the account opening or reject the application.
• For each eOpen account opened, review the associated Driver’s License (or Passport) to ensure details are legible and there is no obvious indication that the  be invalid or fraudulent, complete the Verafin CDD questionnaire for each account owner, and index the Account Summary to iDentifi.
• Act as back-up for Treasury Services activities related to business customers’ access to digital services.
• Create/update procedures as needed.
• Assess overall processes and procedures to identify potential opportunities for efficiency and/or service quality improvements.
• Complete all activities with a focus on risk mitigation and in accordance with Bank policies and procedures, as well as all regulatory requirements and guidelines.
• Assists with audits, examinations, and risk assessments, gathering required documentation in preparation and/or as needed throughout.
• Maintain all required training and certification necessary to support Online Banking and other TSB Payment Operations activities.
• Performs related and unrelated duties as may be required.

The qualified applicant will have previous banking experience with detailed knowledge of digital banking features and functionality, mobile deposit services, and Consumer and Business banking relationships. Personal experience with online banking, online payments, and mobile deposits is required. The individual must be customer focused…