Digital Specialist I

Location: Onsite to start (Greenfield) with hybrid schedule after initial training period.

About the Role

Completes a variety of detail-oriented and auditable daily activities while supporting the bank’s mission statement in a close, team-based environment.

Core Competencies

• Perform basic customer transactions and inquiries through Cleartouch, CRM, and other systems utilized
• Perform basic navigation of all systems utilized
• Basic understanding of operational risk and adherence to risk mitigation processes
• Basic understanding of fraud detection and prevention strategies
• Understand and adhere to all GSB policies
• Provide exceptional customer experience to both internal and external customers
• Contribute to a positive workplace atmosphere
• Perform basic written procedural updates
• Professional communication with customers, both internal and external, via all channels (face-to-face, phone, Teams, CRM, and email)

Responsibilities

• Process all ACH Rejects and Returns through core system
• Process Quick Start sign-ups for direct deposits
• Process Death Notifications received from Government entities and branch staff
• Research and process Government Reclamations
• Process ACH Pre-Notes
• Balance the ACH Settlement General Ledger on a daily basis
• Assist the Card Fraud and Claims Analyst with the processing of fraudulent Debit and ATM Card transaction claims (Reg E) as well as Non-Reg E dispute claims and chargebacks (document review, research and investigation, processing of timely credit and debit transactions, mailing of customer communications)
• ATM Deposit review including approving or rejecting exceptions and reporting suspicious activity
• Mobile Deposit review including approving or rejecting exceptions and reporting suspicious activity
• Research and Process ACH error resolution claims including claim investigation, returns using the proper return code, timely credit, and customer communication
• Provide support for questions related to Debit and ATM cards and other Digital & Payment Channels including Online and Mobile Banking, Bill Payment, External Transfer, and Person-to-Person payments
• Act as backup subject matter expert for other various Digital functions
• Assist with customer and account maintenance
• Initiate, follow, and complete workflows within CRM and eSign programs
• Perform backup for various staff within Deposit Operations
• Perform other similar duties as requested by the Digital & Payments Supervisor, Deposit Operations Manager, or Operations Officer

Physical Demands

• Ability to operate in a situation requiring the attainment of set limits, accuracies, tolerances, and standards
• Ability to perform a variety of duties, often changing from one task to another of a different nature without loss of efficiency or composure
• Ability to keyboard for extended periods
• Minor lifting is required of objects up to 30 pounds
• Ability to tolerate moderate levels of noise in a traditional office setting

Requirements

• Accuracy and attention to detail
• 3-5 years of Teller/Customer Service experience
• Excellent communication skills—verbal & written
• Experience using Microsoft Word/Excel/Outlook
• Basic accounting knowledge
• Accredited ACH Professional (AAP) Certification preferred
• Experience with Fiserv applications preferred
• Relevant GSBU or external training courses on covered topics
• Ability to identify and mitigate operational risk

Pay

Pay is based on related experience, expertise, market data, and internal equity; generally, new hires can expect pay between the minimum and midpoint of the range.