Digital Operations Specialist

Description

The Digital Operations Specialist will perform a variety of maintenance functions related to Digital Operations and eBanking including occasional Deposit Operations and IRA support. The incumbent will also provide a wide range of support including reviewing, processing, and updating daily work while providing quality customer service.

• Provides direction, guidance, and support to internal and external customers in a consistently professional and courteous manner.
• Promotes the growth and prosperity of the Bank by professionally serving the needs of customers and retail bank employees.
• Takes ownership of problem resolution on all digital and deposit products including identifying the issue, resolving, and following up with customer to ensure satisfaction.
• Adheres to all Federal and State laws and regulations, such as, but not limited to, the Bank Secrecy
• Act and Anti-Money Laundering Act, the Privacy Act, the Electronic Funds Transfer Act (Reg.
  
  E), and Funds Transfers through Fed Wire (Reg. J)
• Maintain confidentiality of customer information, Bank policies, and procedures.
• Be a go to person for Digital Banking knowledge in the bank, including knowledge of processes, systems, and procedures.
• Proactively look for ways to solve Digital Banking problems and to improve Digital Banking processes, reporting, etc.
• Responsible for the quality control for Zelle, bill payment, internet, telephone, mobile banking, atm/debit card updates and replacements, manage internet and mobile banking inactive customers, process daily deposit review for RDC and mobile capture.
• Processes disputes for erroneous or unauthorized EFT transactions in accordance with Reg E and the operating rules of Mastercard.
• Works with Fiserv’s risk analyst to identify card compromises that may result in a fraud situation.
• Responsible for handling incoming and outgoing domestic and international wire transfer requests.
• Responsible for handling incoming and outgoing A2A (Account to Account) external transfers.
• Pull Digital Banking reports and perform manual clean-up of data (removing inactive accounts from Bill Pay, etc.)
• Maintain current knowledge and consistent compliance with regulations, bank policies and procedures related to the position, including but not limited to Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) requirements.

• High School Diploma or GED
• Excellent oral and written communication skills.
• Ability to calculate figures and amounts such as interest and percentages.
• Basic knowledge of Microsoft Word and Excel.

• 5+ years of operational experience in a financial institution
• Sufficient subject matter expertise to serve as a trainer/mentor for new team members.
• Ability to assist management group in training other Bank departments.
• Work independently and meet deadlines in a fast-paced, deadline driven environment with minimal supervision.
• Ability to conduct audits and detailed reviews accurately.

• 2-3 years of experience in bank operations