Digital Banking Representative

Role: This position will research, maintain, administer, and support Blaze members and staff for electronic products and services offered within our Digital Banking platform. The position works with multiple departments, management, and vendor representatives to proactively and sustainably support our digital channels and members.

Work Type: Full-time, on-site at our Larpenteur Administrative office in Falcon Heights, MN.  Weekly schedule may include Saturday hours. 

Major Duties and Responsibilities

• Provide high level technical product delivery to members using digital services. This includes triage of technical issues, setup and product education. 
• Assist in new member digital onboarding 
• Provide escalated member support for all digital products; member call back as needed. 
• Create and maintain documentation for procedures of new and existing products 
• Explain features and benefits of each product/service. 
• Identify member needs. 
• Collaborate with Member Payment Operations, Deposit Services, Member Experience Center and Branches to resolve member online and mobile service problems that hinder member satisfaction and continued use. 
• Utilize vendor relationships including ongoing communication, incident escalation and resolution regarding SLA guidelines. 
• Recommend improvements based upon product testing, member feedback, analytical conclusions and understanding of the business. 
• Identify compliance and security risks and opportunities for general financial systems enhancements utilizing best practices and member and staff feedback. 

Other Duties

• Comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control 
• Exhibit Blaze’s Core Value’s: Better Lives, Thoughtfully Compassionate, Minnesota’s Best, and Give Back 
• Regular and predictable attendance 
• Perform other duties as assigned to support effective department operation 

Experience/Education/Certifications/Licenses

• Minimum high School degree or equivalent 
• Minimum 1 to 3 years' experience in digital product delivery, online, mobile or digital channels, preferably in the financial industry 

Demonstrated Knowledge

Ability to: 

• Handle multiple priorities and tasks, organize and plan 
• Problem-solve even without all of the answers 
• Be flexible and adaptable in an ever-changing environment 
• Proficiency in Windows, major desktop browsers, iOS, Android OS, and Microsoft Office Apps (Word, Excel, PowerPoint) 
• Technical proficiency in software navigation 
• Core Banking Platform experience a plus
• Strong: Investigative skills; attention to detail; customer services skills 

Communication Skills

Excellent communication skills (written and/or oral); courtesy and tact are essential elements of the job; work involves personal contact with members, regarding routine matters for the purposes of giving and obtaining information or instructions, updating, or referring.

Physical Requirements

Ability to sit and stand; answer calls; operate computer; interact with internal staff and public on the phone; travel to designated offices; lift up to 20 lbs.

Diversity creates a healthier atmosphere, and we encourage diverse applicant depth and breadth. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

We are committed to providing salary ranges for all open positions. Please note that the specific compensation for this role will be determined based on your experience, qualifications, location, and internal equity considerations. The salary range for this position is: $28.56 -$30.50/hour. This range reflects the base salary for this position. We have other benefits associated with this position which include: low-cost medical (as low as $20 a paycheck), dental insurance, vision insurance, quarterly bonuses, generous vacation and sick time hours, paid leave options, up to 6% 401k contribution, and tuition reimbursement.

Blaze is currently offering a bonus for DNA experience for $5,500 paid over a 2 year period, and $2,000 for Non-DNA experience paid over a 1 year period for all branch and member experience center positions.