Digital Account Opening & Payments Specialist (onsite)

About the role

Newtown Savings Bank is seeking an organized, self-motivated team player to join our Information Technology department as a Digital Account Opening & Payments Specialist. This role supports the day-to-day administration, maintenance, and enhancement of the Bank’s digital and remote account opening platforms and payment services, ensuring efficient operations and a seamless customer experience.

This is an onsite opportunity at our corporate office in Newtown, CT, with a remote option of one day per week.

Responsibilities

• Manage and support the Bank's digital and remote account opening channels, including consumer and business deposit account origination platforms, identity verification tools, funding solutions, and onboarding technologies.
• Serve as the primary support resource and subject matter expert (SME) for the Bank's online account opening platform and digital onboarding processes.
• Support the execution of the Bank's payments strategy through the administration, enhancement, and ongoing optimization of payment services and channels.
• Serve as the subject matter expert (SME) for payment solutions, including ACH, wire transfers, RTP, FedNow, bill pay, and other electronic payment services.
• Act as a subject matter expert and escalation resource for eServices and Treasury Management staff, supporting complex account opening and payment-related customer inquiries, operational challenges, and system issues.
• Serve as the central point of intake for issues, enhancement requests, vendor items, support cases, and operational inquiries related to digital account opening and payment services.
• Manage vendor relationships and escalations for supported account opening and payment platforms.
• Coordinate testing efforts for system enhancements, vendor releases, new payment capabilities, and process improvements. Develop test plans, execute testing, document results, and coordinate issue resolution.
• Support the evaluation and implementation of new account opening capabilities, payment services, and vendor solutions that enhance customer acquisition, onboarding, and payment experiences.
• Partner with Retail Banking, Marketing, and Product teams to align digital, remote, and in-branch account opening experiences, customer onboarding journeys, and support digital acquisition initiatives and onboarding communications.
• Monitor application activity, conversion rates, abandonment trends, payment performance, customer adoption, and operational metrics to identify opportunities for improvement.
• Develop and maintain performance dashboards, KPIs, operational reporting, customer usage analytics, and vendor service-level metrics.
• Conduct impact assessments for system and process changes, ensuring stakeholder alignment, effective communication, training, and operational readiness.
• Develop and maintain procedures, process documentation, job aids, and training materials.
• Serve as product owner for the Bank’s online account opening and digital payment solutions, leading the end-to-end product lifecycle, including requirements, testing, and vendor management.
• Collaborate with the VP, Digital Solutions and Customer Service Center to develop strategy and take ownership of its implementation.
• Work closely with stakeholders to define priorities, track performance metrics, and ensure initiatives align with the Bank’s strategic goals, vision, and values.

Requirements

• 5+ years of banking-related experience, demonstrating functional knowledge and skill required to effectively perform the job.
• Bachelor’s degree in business administration or related field.
• Self-starter with strong initiative, ability to take ownership and work independently as well as on a team.
• Critical thinker and highly analytical with ability to solve complex problems.
• Goal and deadline oriented; good time management skills.
• Vendor Relationship Management experience preferred.
• Ability to design, develop, and communicate project deliverables (resource/communication plans, budgets, forecasts, etc.).
• Knowledge of business management tools including Microsoft PowerPoint, Word, and Excel.
• Skillful in communicating with a wide range of internal and external stakeholders including Bank leadership, employees, potential/existing customers, vendors, competitors, and business partners.

Benefits

• Generous 401(k) plan.
• Medical benefits.
• Paid time off.
• Short- and long-term disability programs.