Job Details

Digital Banking Officer II

As a Digital Banking Officer, you will be an instrumental part of driving deposit growth for TASI Bank to $10 million in increased Deposits by year-end 2025. You will work closely with the Digital Banking Manager, Deposit Operations, and Relationship Manager's in collaboration of supporting the Commercial customer accounts, providing them with ongoing technical support, while satisfying expectations for all levels of service and product functionality. You will be their go-to person for the deposit relationships and will be responsible for sales and service, processing, creating and maintaining user profiles for all incoming New Business Deposit Accounts and Online Banking applications.

The challenges that the candidate will likely deal with include:

• Clear understanding of Online Banking and payments industry landscape and technology.
• Knowledge of NACHA Rules and Regulations
• Troubleshoot Online Banking related issues for both business and retail with the ability to determine and resolve.
• Adhering to numerous deadlines throughout the day.
• Team-oriented, possess a positive attitude and work well with others
• Ability to interview customers and understand requests
• Ability to prioritize; handle multiple tasks and work independently
• Strong organization skills and detail-oriented with high degree of accuracy
• Thorough knowledge of bank operations, products, and services offered at the bank
• Strong ability to sell and promote bank products
• Knowledge of banking laws and regulations including the Bank Secrecy Act

The actions that will need to be taken to accomplish the goal or solve the problem include:

• Utilizes the bank's Customer Relationship Management software to track each customer interaction via all bank channels by capturing customer data and logging issues and resolutions.
• Tracks defects and change requests related to Online Banking in coordination with IT/Helpdesk or Third-Party Vendor Technical Support teams.
• You need to identify areas of concern, with recommended solutions.
• You need to understand all the regulatory and operational risks; comply and keep current with all department and company policies, procedures, audit guidelines, and regulations.
• You need to have interpersonal skills to include listening to comprehend and interact with customers, prospects and internal staff.
• You need to communicate effectively, orally and in writing.

The measurable/quantifiable results required are:

• You will be instrumental in building customers trust, while increasing overall deposit growth. Customers will treat you as a close friend, a trusted advisor and a strategic partner and an asset to help them reach their goals.
• You will experience personal growth and development through continuous Bank compliance and Regulations training including on the job, and professional services while supporting departments enterprise wide.
• You will be a reliable source of information for both customers and prospects.
• You will deliver exceptional service, consistently exceeding customers' expectations, to naturally inspire them to share their positive experiences with others.

Provides high-level service and support to Business Customers, Consumers and Frontline Branch Staff on various Digital Banking Services including Remote Deposit Capture, Cash Management Products, eStatements, Mobile Banking, Bill Pay, Telephone Banking, ACH, VISA Debit Card and Online Account Opening. The position may serve as a backup administrator and/or facilitator for various systems including but is not limited to mobile account opening, document scanning, storage and e-sign. The position works closely with the Digital Banking Manager, Digital Banking Specialist, and Deposit Operations to ensure effective communication in the implementation of services, training of end users, and promotion of the features and benefits of bank products and services. Provides technical support to customers as it relates to Digital Banking products and services and ensures industry best practices related to data security for these products. Also works in collaboration with internal channels in ensuring established service levels are met and customer experience satisfaction achieved.

The category of essential functions and task includes:

• Manage the Experience
• Manage the Relationship
• Manage the Transaction/Task
• Manage the Business
• Manage/Mitigate the Risk

Required Knowledge, Skills and Abilities include:

• Strong written communication skills required with ability to prepare routine reports and correspondence
• Strong oral communications and presentation skills. Must be able to speak effectively before groups of customers or employees of organization.
• Proficiency in bank software/applications and Microsoft Office products
• Clear understanding of Digital Banking and Payments industry landscape and technology
• High comfort level with PCs and Microsoft Office Suite.
• Proficiency in a customer relationship management (CRM) applications and/or ticketing system
• Ability to work independently with a minimum of supervision
• Team-oriented, possess a positive attitude and work well with others
• Ability to interview customers and understand requests
• Ability to prioritize; handle multiple tasks and work independently
• Strong organization skills and detail-oriented with high degree of accuracy
• Thorough knowledge of bank operations, products, and services offered at the bank
• Strong ability to sell and promote bank products
• Knowledge of banking laws and regulations including the Bank Secrecy Act
• Ability to lead and direct the work of others.
• Ability to work flexible hours during periods of heavy workload, upgrades and projects.

Education and Experience include:

• Bachelor's degree in business/financial field OR;
• 2 years' experience in a customer service related field or contact center environment
• 4 years banking experience; or a combination of both.
• Must possess excellent motivational abilities and have previous experience in coaching and developing associates.
• Strong problem-solving abilities are necessary to follow through to meet or exceed customer expectations.
• Must have proven ability to drive performance of team with little variation.
• Requires a highly energetic individual with excellent organizational, and communication skills, and the ability to work with minimal supervision to meet multiple deadlines.
• Clear understanding of Digital Banking and payments industry landscape and technology.
• Knowledge of NACHA Rules and Regulations preferred

Physical Requirements & Working Conditions include:

• Seeing: Must be able to read report and use computer regularly (100%)
• Hearing: Must be able to hear well enough to communicate to coworkers regularly (67-100%)
• Fingering/Grasping/Feeling: must be able to write, type, use phone, regularly (100%)
• Lifting/Pulling/Pushing Frequently (34-66%)
• Climbing/Stooping/Kneeling Occasionally (12-33%)

Must be able to operate basic office equipment (PC, typewriter, fax, copier and telephone) as well as new and emerging technology, including but not limited to smart phones, tablet devices, digital signage and monitors. Must be proficient in Microsoft Office.

Fair Labor Standards Act (FLSA) Categorization

Based off of the duties that are described for this role, this is an Exempt role.