Digital Banking Specialist II

About the role

The primary role of the Digital Banking Specialist II is to provide electronic banking support to both internal and external clients. The Digital Banking Specialist II provides sales and client support through Digital platforms and initiatives.

Responsibilities

• Process all electronic applications for online deposit account openings.
• Research, reply and process all secure messages submitted through the online banking platform.
• Support incoming calls, emails, voicemails, live chats and secure messages to resolve inquires, when possible, with a single point of contact.
• Maintain a thorough knowledge of financial products and services to broaden and deepen client relationships to help grow the Bank and achieve personal and team goals.
• Troubleshoot all Orrstown digital products and services.
• Process new Business Online Banking and Q2 Business Set-ups.
• Complete maintenance requests for retail and business online banking clients.
• Process electronic applications for online loan originations.
• Proficient with loan processing and the ability to recognize lending needs and other banking needs during onboarding conversations.
• Process client updates as needed within the digital systems.
• Support the Client Care Center Specialists by fielding and resolving both internal and external client inquiries received by phone, mail, email, through telephone banking or internet banking, in a manner representing the highest degree of service while promoting additional bank products and services.
• Process various reports.
• Understand the Bank’s BSA/AML Policy and follow the provisions of the policy, specifically understanding that any suspicious activity must be reported to the BSA Officer immediately.
• Communicate thoughts and ideas related to the continual improvement of processes, products, services, and related concepts.

Qualifications

• A high school diploma or equivalent plus two (2) years of prior banking experience.
• Demonstrated service levels and sales ability.
• Solid banking background; thorough knowledge of core banking systems, products, services, practices and regulations; impressive reading, verbal and written communication, interpersonal relations, problem solving, multi-tasking and computer skills; working knowledge of Microsoft Office; confident working with internet browsers such as Internet Explorer, Chrome, Firefox and Safari; efficiently work in a fast-paced, goal-oriented and competitive environment.
• Must be bondable.
• Bachelor’s degree in related field may substitute for experience.

Essential Duties

• Establish immediate Client rapport and sustain during problem and issue resolution; listen to Client questions and complaints; provide proactive service for assistance beyond basic Client needs and expectations; ask questions to ensure complete understanding; identify the information necessary to clarify situation or issue and detect discrepancies and inconsistencies in the information provided; exercise a professional approach utilizing appropriate tools of communication; use consideration and tact when offering opinions; solve diverse Client banking problems using existing facts and open-ended, probing questions to logically evaluate situations while creating new sales opportunities stemming from service requests; resolve Client problems to their satisfaction and commit to exceeding Client expectations.
• Answer Client account related questions through multiple communication portals; provide technical Client service assistance and solve complex technical problems related to website and self-service portals including online banking, new account opening, mobile banking, automated voice response unit, bill pay, electronic transfer services and Client authentication processes; aid Clients in navigating complex issues; respond appropriately; provide solutions in a timely manner remaining committed to helping the Client after solutions have been applied; follow up to ensure desired outcome has been achieved.
• Identify fraudulent situations and circumstances; apply defined methods to protect the Client and the Bank; report necessary information to proper departments; promote cooperation within a team environment encouraging unity through information sharing, working together to solve problems and placing the success of the team first; coordinate activities necessary for task completion to include engaging the support of various departments.
• Cook up specific work tasks with personnel from applicable departments to ensure the smooth and efficient flow of information; report pertinent information to immediate supervisor; compile information as necessary or directed and provide data to appropriate Bank personnel; respond to inquiries relating to the particular area and requests from Clients, other Bank personnel, etc., within given time frames and established policy.
• Attend regularly scheduled coaching and counseling sessions held by supervisor to achieve the outcome of improved communication, action plan development, positive feedback and performance improvement.
• Absorb the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the work place; support risk management practices and overall safety and soundness and the Bank’s compliance with all regulatory requirements. Ensure that the department and all personnel adhere to the same; perform tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances.