Consumer Digital Banking Specialist I

About the role

The Consumer Digital Banking Specialist I supports the day-to-day operations of consumer digital banking platforms, ensuring secure, reliable, and user-friendly experiences for clients and internal teams. This role provides first-level technical and operational support by assisting with system access issues, routine configuration and maintenance tasks, and coordination with internal partners when needed.

Responsibilities

• Provide first-level support for consumer digital banking issues, including online banking, mobile banking, external transfers, and bill pay.
• Troubleshoot access-related problems reported by branches, call center, and internal teams.
• Perform routine system maintenance, configuration updates, and user setup tasks.
• Document procedures, known issues, and resolutions to support team training and consistency.
• Absorb and validate system updates, new features, and enhancements.
• Engage with IT and vendors when escalating issues for resolution.
• Maintain a working knowledge of digital banking systems, procedures, and compliance requirements.
• Communicate clearly with peers, branches, call center, and operational teams.
• Exhibit strong organizational and problem-solving skills.
• Complete all internal Company training as assigned and required.
• Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.

Qualifications

• Minimum of 12 months (1 year) of experience in digital banking, electronic banking operations, or related financial services role.
• Prior experience troubleshooting technical issues or working with IT partners/vendor support strongly preferred.
• Familiarity with digital fraud prevention tools, risk indicators, and secure banking practices.
• Proficiency with Microsoft Office Suite; ability to document procedures clearly and consistently.
• Strong attention to detail and accuracy when reviewing high-risk transactions or system activity.
• Ability to identify process inefficiencies and contribute to continuous improvement initiatives.
• Demonstrated professionalism and discretion when handling sensitive or confidential information.
• Ability to manage multiple tasks in a fast-paced environment while maintaining accuracy.
• Commitment to ongoing learning to stay current with evolving digital banking technologies.
• Strong customer service mindset and problem-resolution orientation.
• Basic knowledge of the banking and financial services industry including federal laws and regulations.
• Willingness to gain new knowledge and technical skills.
• Intermediate typing skills to meet the production needs of the position.
• Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

Skills

• Proficiency with Microsoft Office Suite; ability to document procedures clearly and consistently.
• Strong attention to detail and accuracy when reviewing high-risk transactions or system activity.
• Ability to identify process inefficiencies and contribute to continuous improvement initiatives.
• Demonstrated professionalism and discretion when handling sensitive or confidential information.
• Ability to manage multiple tasks in a fast-paced environment while maintaining accuracy.
• Commitment to ongoing learning to stay current with evolving digital banking technologies.
• Strong customer service mindset and problem-resolution orientation.
• Basic knowledge of the banking and financial services industry including federal laws and regulations.
• Willingness to gain new knowledge and technical skills.
• Intermediate typing skills to meet the production needs of the position.
• Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

Benefits

Charlesbridge offers a competitive benefit package including Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance, and many other benefits.

Pay

The pay range for this position is $25.74 to $33.19 per hour and is the lowest to highest range Charlesbridge in good faith believe we would pay for this role at the time of this posting. The Company may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the posted range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, sales or revenue-based metrics, and business or organizational needs and affordability.

EEO Statement

Charlesbridge is an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.