First Dakota is hiring 2 Business Digital Banking Support Specialist's to join our team! This position is open to any of our First Dakota branches. This person provides responsive, knowledgeable daily support to Business Digital Banking & Cash Management customers. Troubleshoots and resolves digital banking questions and issues through phone calls, email, and business conversations, guides customers in the effective use of available solutions, and coordinates timely escalation and follow-up when additional assistance is required. The hours for this position are Monday-Friday 8-5 pm.
Duties
- Provides prompt, professional daily support to Business Digital Banking & Cash Management customers through phone calls, email, and business conversations.
- Troubleshoots business digital banking access, navigation, functionality, transaction, file-processing, and service-related issues; identifies root causes and communicates clear resolution steps.
- Supports customers using Business Digital Banking & Cash Management products and services, including ACH origination, online wire transfers, remote deposit, fraud prevention services (ACH filters & Check Positive Pay), bill payment, electronic documents, account reporting, alerts, and related solutions.
- Authenticates customers and follows established security procedures before discussing account information, changing access, or assisting with sensitive transactions.
- Documents customer contacts, troubleshooting performed, resolutions, and required follow-up accurately and completely in designated systems.
- Owns customer issues through resolution by monitoring open requests, providing timely status updates, and confirming that service has been restored or the question has been answered.
- Escalates complex, high-risk, or time-sensitive issues to the appropriate internal team or vendor and coordinates communication among the customer and involved parties.
- Assists with the creation of Business Digital Banking agreements, directives and Cash Management service agreements, as necessary.
- Assists with customer setup, user administration, entitlements, maintenance, and service changes in accordance with approved agreements, documentation, and authorization requirements.
- Educates customers on system features, security practices, fraud-prevention tools, deadlines, and operating procedures to promote confident, secure, and effective product use.
- Works closely with Cash Management, Deposit Operations, Loan Operations, Digital Banking, Information Technology, Fraud, branch staff, and other departments to resolve customer needs.
- Understands how digital banking products & services integrate with other established products and services such as deposit accounts, loan accounts, business/Cash Management products, etc.
- Utilizes and understands technology & devices related to deposit and digital banking products & services.
- Maintains working knowledge of SilverLake/Xperience, the Cash Management suite of products, corresponding web-based systems, and supported digital devices and browsers.
- Monitors recurring questions, service interruptions, and customer feedback and recommends process, communication, training, and product improvements.
- Works within Deposit, Cash Management, Business Digital Banking, Information Security, and regulatory guidelines to reduce risk and protect customer and Bank information.
- Assists with customer communications, system testing, conversions, service implementations, training materials, and other Cash Management or Business Digital Banking projects as assigned.
Qualifications
Attributes include a positive attitude and good work ethic. The ability to process a variety of tasks accurately and efficiently, the capability to maintain strict confidentiality, attention to detail and comply with all Bank policies and procedures. Communicate effectively with various types of clientele, co-workers and departments to resolve an assortment of needs. Strong organizational skills and the ability to work well in a team environment. Punctuality is a must.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience
Higher Education preferred or minimum five years banking-related experience and/or training; or equivalent combination of education and experience.
Work Environment
Office: The work environment of this job includes interacting with others in an office setting, and the noise level is usually moderate.
Physical Demands
Light: The physical demands of this job include bending, sitting, and occasionally lifting up to 10 pounds with or without reasonable accommodation.
Requirements of All Employees
To perform the job successfully, an individual should demonstrate the following:
Adaptability - Adapts to changes in the work environment
Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time
Career Apparel - Adheres to the Career Apparel policy; Demonstrates professional appearance during Bank hours or at after-hours Bank functions
Customer Service - Responds promptly to customer needs including requests for service and assistance; Provide courteous, personal attention to promote ongoing relationship servicing with customers
Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan
Design - Demonstrates attention to detail
Initiative - Looks for and takes advantage of opportunities; Asks for and offers help when needed
Innovation - Shares suggestions for improving work
Interpersonal - Maintains confidentiality; Remains open to others' ideas and tries new things
Judgment - Exhibits sound and accurate judgment
Motivation - Measures self against standard of excellence
Communication - Listens and gets clarification; Responds well to questions; Participates in meetings; Writes clearly and informatively; Able to read and interpret written information
Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports and upholds organizational goals and values
Planning/Organizing - Uses time efficiently; Completes work in a timely manner
Problem Solving - Identifies and resolves problems in a timely manner
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration; Accepts responsibility for own actions; Inspires the trust of others; Works with integrity and ethically
Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality
Safety/Security - Observes safety and security procedures; Reports potentially unsafe conditions; Uses equipment and materials properly
Team Work - Gives and welcomes feedback; Contributes to building a positive team spirit
Technical Skills – Understands basic computer software programs; Strives to continuously build knowledge and skills; Shares expertise with others
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