Digital Banking Specialist

Liberty Bank Middletown , OH

Posted 2 months ago

Join the Hartford Courant/Fox 61 Top Workplace for 9 Years in a Row - #1 in 2017 & 2019!

OVERALL OBJECTIVE

Reporting to the Electronic Channel Manager, the incumbent will maintain and support all customer service functions of the Electronic Channel including but not limited to Online Banking, Bill Pay, Online Account Open & Fund, External Transfers, Mobile Banking and Mobile Check Deposit. This person is expected to make recommendations to enhance the electronic services provided to insure a quality of customer experience that exceeds customer expectation. This person will be fluent in all aspects of the systems that support the services delivered through the Electronic Channel.

ESSENTIAL FUNCTIONS

  • Deliver superior customer service via telephone and email in a timely and efficient manner, keeping within the departments established timeframes.

  • Accept escalated customer calls from Branches and the Customer Service Center and effectively resolve complex customer issues with respect and empathy.

  • Perform daily tasks including but not limited to; reviewing reports and transaction logs; processing transactions, electronic channel fulfillment activities and account maintenance tasks; tracking information and generating reports as instructed, maintaining current and accurate task lists.

  • Provide technical and service related support to both customers and internal clients including but not limited to branch associates, customer service center agents, and other departments as needed.

  • Actively participate on development/project teams as requested.

  • Provide recommendations to improve the access, functionality, overall experience, and user communication based on insights gained through customer interaction, personal observation and/or personal experience.

  • Attain productivity and sales goals as established. Effectively explain bank products and services, cross-sale products and service when appropriate, keep abreast of the Bank's product promotions and competitor information.

  • Adheres to Bank policies and procedures, complies with Federal and State regulations, and works within designated levels of authority.

MINIMUM KNOWLEDGE/SKILLS

  • Superior written and verbal communication skills necessary to communicate clearly with internal and external customers, and vendor technical support resources.

  • Demonstrated advanced technical skills, including the ability to use, troubleshoot, and deploy multiple software platforms simultaneously.

  • Exceptional listening skills and the ability to quickly analyze verbal and written communication, identify issues to be addressed, develop and communicate appropriate response(s), and follow up to complete any/all tasks required for resolution in a timely and efficient manner.

  • Demonstrated ability to share knowledge/skills in a positive and productive manner to strengthen co-workers ability to assist customers and eliminate need for escalation.

  • The ideal candidate will have thorough understanding of all Electronic Channel service offerings and would ideally be a consumer of those products and services in order to best understand their functionality.

  • The ideal candidate will be receptive to change, agile in adaptability and eager to stay up to date with the next generation of Electronic Channel product and service innovation.

  • Superior organizational skills, problem resolution skills, the ability to multi-task and meet or exceed established deadlines.

COMPLIANCE

Acts affirmatively in all activities under his/her control in conformance with the bank's AA plan, EEO and Fair Lending practices.

In order to be considered an applicant, you must meet the minimum requirements of the position and apply within two weeks of the job posting date.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability, protected veteran status.

Other details

  • Job Family Digital Banking

  • Job Function Staff

  • Pay Type Hourly

Apply Now

  • Middletown, CT 06457, USA
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Digital Banking Specialist

Liberty Bank