Classification: Non-Exempt
SUMMARY
As a Digital Services Specialist II, you will be responsible for providing exceptional member service and support in various digital banking operations. Your primary focus will be on assisting members and potential members with account openings, their digital banking needs, and resolving any issues they may encounter. This role will require excellent communication skills, a strong understanding of digital banking platforms, a strong understanding of new account procedures, identifying potential fraud, and the ability to multitask effectively.
ESSENTIAL DUTIES AND RESPONSIBILITIES
New Accounts: Process new digital account applications, including verifying member information, conducting necessary background checks, and ensuring compliance with regulatory requirements. Assist members with online account opening procedures and provide guidance on available banking products and services. Identify potential new account fraud, new account fraud prevention tactics, and collaborate with senior specialists and other departments as applicable.
Member Support: Provides outstanding member service through all digital channels, including email, secure messaging, and calls, abiding to our welcome standards, utilizing a professional, efficient, and friendly manner. Assisting members, non-members, and staff with a wide range of digital banking inquiries and tasks, including transfers, balance inquiries, share withdrawals, branch information, loan payments, address changes, check orders, draft inquiries, and image archive retrieval.
Technical Troubleshooting: Troubleshoot and resolve issues related to online banking, bill pay, Zelle, Meridian Link, and other digital services. Assists members in navigating and utilizing these services effectively. Provides guidance on error resolution and technical difficulties.
Reporting: Performs necessary research utilizing basic reports through Alkami and other digital banking platforms. Manages BioCatch rules to ensure members can conduct business. Stays updated on the latest digital banking features and communicates changes to members and staff, as applicable.
Account Management: Assist members with setting up and managing overdraft protection, reversing fees, opting in or out of courtesy services, and performing balance transfers. Process account changes, such as address updates, card reorders, blocking, and resolving issues related to Alkami and Bill Pay account numbers.
Trainings: Attends and completes trainings and other related tasks as assigned.
EDUCATION, EXPERIENCE and QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
High school diploma or its equivalent is required.
A minimum of (1) one year of experience in a financial institution (preferably a credit union), in a digital banking role, is preferred.
Must pass and complete New Accounts training and coursework, within 60 days.