Digital Support Specialist

About The Role

Join one of the best banks in Arizona. Thanks to our amazing team, Foothills Bank has been named a Top Company to work for in Arizona for five consecutive years!

This position is responsible for servicing incoming online banking messages, website contact, after hour messages, and all other digital inquiries through extraordinary customer service.

This role involves extensive contact with customers, vendors, general public, and bank staff, interacting in a professional and courteous manner and conducting themselves in such relationships in a manner that will enhance the overall efficiency and image of Foothills Bank.

• Provides staff with additional assistance regarding complex research into digital banking systems and product issues that arise. This can include opening Support cases as needed.
• Answer incoming online banking messages, website content, after-hours messages and all other digital inquires for Foothills Bank, providing prompt and extraordinary service.
• Average number of messages processed daily meets productions and timeliness standards in line with departmental metrics.
• Initiates, develops, recommends and administers department policies, practices and procedures.
• Be a resource for other less experienced staff, in particular tech experts.
• Handles customer inquiries/complaints of a more complex nature
• Mid-level to in-depth knowledge of bank products to include deposit products such as checking, savings, money market, CD's, on-line banking, VISA check cards; and lending products such as consumer, HELOC and mortgage products. Promotes Tell-A-Friend.
• Proper usage of Jack Henry System (and other supporting systems) – thorough knowledge to navigate system to help our customers
• Extensive knowledge of compliance and regulatory issues – i.e. certain regs (E, CC)

• Service Quality – embrace service pledge and provide extraordinary and consistent service to all internal and external customers. Listen to and ask about customer needs.
• Participate in required training, staff meetings, and lobby displays.
• Participate in Community Service and Bank-sponsored activities that serve and support the mission and values of Foothills Bank.
• Provide superior internal and external customer service: must demonstrate self-governance, courtesy and respect toward external customers as well as internal customers (all organization personnel).
• Must comply with all company policies and procedures and all applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
• Must complete the assigned online training courses and achieve a passing score by due date.
• Represent Foothills Bank in a professional manner which includes a professional image, confidentiality, a positive "can-do" attitude, flexibility and adaptability in meeting bank and customer needs.
• Keep work area tidy and maintain customer privacy.
• Consistently maintains regular and reliable attendance.
• Additional duties as requested or assigned.

Education and Experience:

• High school degree or GED required
• Customer service and online banking experience preferred
• Moderate level of knowledge in banking

• High degree of attention to detail as well as excellent organizational skill(s) to perform in a fast-paced environment.
• Must have ability to prioritize and organize heavy workload(s) and demonstrate effective time management skill(s).
• Must have the ability to work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast-paced/deadlines-oriented environment.
• Ability to work quickly and accurately: perform effectively under pressure; meeting multiple and sometimes competing deadlines and make decisions based on regulation(s), company policy(s), knowledge and experience.
• Ability to work both independently and in a team environment.
• Ability to understand and follow complex written and oral instructions.
• Ability to communicate effectively verbally and in writing.
• Basic computer skills with working knowledge of word…