Job Description

Digital Banking Specialist Opportunity

Our client is seeking a Digital Banking Specialist for an exciting direct hire opportunity. Depending on experience, you could be the next Digital Banking Specialist I or II. Please see below for more details and we look forward to connecting with you! Apply today!

Digital Banking Specialist I

Under direct supervision of the AVP, Digital Banking Supervisor, the Digital Banking Specialist I is responsible for ensuring the smooth operation of the Digital Banking Department by performing a variety of Online Account Opening and Digital Banking duties, including reviewing and decisioning online account applications and performing client outreach to understand and resolve digital banking inquiries. Administers, supports, and closes the loop on all client escalations related to online account opening and digital banking products and services. Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Qualifications:

• High school diploma or equivalent required
• Minimum 1 year of back-office experience at a financial institution, preferably in online account opening and/or digital banking
• Excellent client service skills, both written and verbal
• Excellent organizational and time management skills with proven ability to prioritize and manage workload
• Proficient in providing technical level support
• Proficiency with Microsoft Office Suite including Word, Excel and Outlook required
• Ability to maintain regular attendance and work scheduled hours

Digital Banking Specialist II

Under direct supervision of the AVP, Digital Banking Supervisor, the Digital Banking Specialist II is responsible for ensuring the smooth operation of the Digital Banking Department by performing a variety of Online Account Opening and Digital Banking duties, including providing thorough review of exception-based online account applications and using critical thinking and technical skills to troubleshoot uncommon digital banking issues and escalations. Works directly with internal teams and third-party vendors to close the loop on client escalations of a more technical nature. Ensures compliance within all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Qualifications:

• High school diploma or equivalent required; Associate's degree preferred
• Minimum 2 years of back office experience at a financial institution, preferably in online account opening and/or digital banking
• Excellent client service skills, both written and verbal
• Excellent organizational and time management skills with proven ability to prioritize and manage workload
• Strong leadership and interpersonal skills; presents a positive and professional image
• Proficient in providing technical level support
• Proficiency with Microsoft Office Suite including Word, Excel and Outlook required
• Ability to maintain regular attendance and work scheduled hours

Essential Duties

Digital Banking Specialist I:

• Reviews and processes online applications for various account types in a timely manner, reviewing risk levels, coordinating with management and internal departments such as BSA and Compliance to decision applications
• Conducts thorough identity verification, account history review, and fraud prevention checks
• Communicates effectively with applicants and internal staff via phone and email to resolve questions and address concerns
• Collaborates with internal teams to obtain necessary approvals and complete account setup
• Maintains accurate and detailed records of all account opening activities
• Stays up-to-date on bank policies, procedures, and regulatory requirements
• Works with internal teams and third-party vendors to find resolutions to escalated issues within Bank's digital platform ecosystem
• Escalates online account opening and digital banking issues to appropriate member of team
• May act as an escalation point for clients, staff, and third-party vendors
• Communicates frequently with other departments and branch employees to resolve issues
• May assist in identifying operational or digital platform improvements
• Provides exceptional service to both internal and external clients
• Assists internal staff, clients, and vendors by answering questions related to accounts, procedures, and services. Provide support for clients via the phone, email, and secure messaging
• Assures attention to detail in all job functions to minimize risk
• Ensure that a professional image of the Bank is maintained both internally and externally
• Prioritizes, multi-tasks, and works effectively in a deadline-driven, fast-paced environment with daily fluctuating volumes
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned

Essential Duties: Digital Banking Specialist II:

• Works with internal teams and third-party vendors to find resolutions to complex and/or escalated issues within Bank's digital platform ecosystem
• Ensures online account opening and digital banking issues and escalations are reviewed, tested, and resolved, and that identified defects and/or enhancements are documented and communicated to appropriate parties
• Acts as an escalation point for clients, staff, and third-party vendors to quickly troubleshoot issues, ensuring optimal service levels
• Communicates frequently with other departments and branch employees to resolve issues
• Runs through test scripts to refine and debug new and existing digital products and services
• May assist with researching, gathering, and analyzing technical and business requirements in support of implementing organizational and department commitments
• Assists with drafting standard operating procedure documentation to ensure system integrity, identifying process improvements and automation opportunities where possible
• Consistently works to identify operational or digital platform improvements
• Independently performs test-and-learns of new consumer-centric digital experiences, both in the financial institution and non-FI space
• Provides exceptional service to both internal and external clients
• Provides training within the department as needed
• Reviews and processes online applications for various account types in a timely manner, reviewing risk levels, coordinating with management and internal departments such as BSA and Compliance to decision applications
• Conducts thorough identity verification, account history review, and fraud prevention checks
• Assists internal staff, clients, and vendors by answering questions related to accounts, procedures, and services. Provides support for clients via the phone, email, and secure messaging. Collaborates with internal teams to obtain necessary approvals and complete account setup
• Maintains accurate and detailed records of all account opening activities
• Stays up-to-date on bank policies, procedures, and regulatory requirements
• Continuously strives to improve the online account opening experience for increased client satisfaction
• Assures attention to detail in all job functions to minimize risk
• Ensures that a professional image of the Bank is maintained both internally and externally
• Prioritizes, multi-tasks, and works effectively in a deadline-driven, fast-paced environment with daily fluctuating volumes
• Minimum of 10 hours CRA volunteer hours per year. Volunteer hours are typically scheduled within business hours. This is compensable time and mileage is reimbursed
• Other duties as assigned

Supervisory Responsibilities (Both): These roles have no supervisory responsibilities. Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.

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