Digital Banking Specialist

At Citizens Bank we help people, businesses, and communities achieve financial success to build a better future. We hope you will consider joining our team. We are seeking a Digital Banking Specialist to join our team.

Description:

Provide professional support to both internal and external customers in regards to all Digital Banking products.

Duties and Responsibilities:

• Respond to emails and calls from customers or Bank staff on any Digital Banking product. Requests may include a wide variety of items, such as password resets, changes due to upgrades, system problems, date discrepancies, explanation of functionality, etc.
• Place support calls to vendors when needed to fix or get answers to questions in regards to Digital Banking products.
• Utilize the CRM system to track and resolve issues
• Handle all communications with extreme confidentiality and privacy, including password and user name protection.
• Provide authorizations for the setup of Apple, Samsung and Google Pay.
• Provide administrative support for Digital Banking products, including Banno, Bill Pay, Cash Management, Remote Deposit Capture (RDC) and Zelle.
• Setup Users for Cash Management: ACH and Wires, Positive Pay, and Remote Deposit Capture services.
• Travel to customer locations to provide training on Cash Management: ACH and Wires, Positive Pay, and Remote Deposit Capture services.
• Travel to customer locations to fix or replace RDC scanners or trouble shoot system issues.
• Assist in keeping documented procedures for all Digital Banking products up to date.
• On a daily, weekly, monthly or yearly basis, produce and review reports as required by the Digital Banking Department.
• Stay current on Digital Banking products by reviewing documentation about those products as given by the Digital Banking Officer.
• Scan and verify documents uploaded into Synergy by the Digital Banking area.
• Recognize opportunities for business services referrals.
• Assist in fraud prevention, education, and mitigation.

Non-Essential Duties:

• Assist Digital Banking Officer in testing new products when requested.
• Assist in tracking annual ACH Security Framework audits.
• Any other duties as assigned.

Critical Competencies:

• Accountability
• Problem Solving
• Communication
• Job Knowledge
• Customer Service Excellence

Requirements:

• High school diploma or general education degree (GED) required
• One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience
• Current or prior experience preferred
• Understanding and adherence to Bank policies and procedures as well as regulatory requirements
• Excellent verbal and written communication skills
• Must be able to prioritize simultaneous projects and meet deadlines in a very busy, fast paced environment
• Demonstrate computer skills including:
  1. Microsoft Office (Word, Excel, and Outlook and Bank software programs)
  2. Internet usage and applications
  3. Understanding of Jack Henry at an intermediate level
• Experience with general office equipment
• Excellent customer service skills
• High accuracy in all work and attention to detail
• High level of professionalism
• Confidentiality
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act and the requirements of the Office of Foreign Assets Control. Additionally, all employees must follow policies and procedures to minimize risk by exercising good judgment, raising questions to management, and adhering to policy guidelines.

****Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities****

Our company is an equal opportunity/affirmative action employer. Applicants can learn more about their rights by viewing the federal EEO poster at https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf.