Digital Services Specialist

Primary Purpose:

Responsible for the overall operation and assisting in the member service of the bank's online, mobile and telephone banking programs. TowneBank is a relationship-driven, local bank focused on human values that will serve to create a warm sense of belonging and financial well-being among our family of members.

Essential Responsibilities:

• Serves as Back Up for Digital Services Lead as needed
• Online & Mobile Banking subject matter expert (SME)
• Personal Financial Management (PFM) SME
• VRU SME
• Support Towne Member Care teams as an escalation point for questions, issues, clarification, etc.
• Perform daily/weekly/monthly tasks:

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  • Pulling, downloading, saving, & working various reports
  • Daily Paperless/Paper Statements - BOT process
  • Daily debit card tasks - PIN reminders and New Account Retitling
  • Daily Deceased Member Notifications related to online banking
  • Daily Digital Account Deletion Requests
  • Weekly Online Banking Clean up
  
  
  
  
• Review and process SNOW tickets related to online banking/mobile account additions, member profile maintenance, or enrollments.
• Adheres to applicable federal laws, rules, and regulations including those related to Anti-Money Laundering (AML) and the Bank Secrecy Act (BSA).
• Other duties as assigned that include, but are not limited to, cross-training with connected departments, such as Card Services.

Minimum Required Skills & Competencies:

• Computer Skills (Word and Excel)
• Excellent organizational skills and attention to detail
• Time Management Skills
• Excellent Member Service Skills
• Works independently but recognizes when to consult with management

Desired Skills & Competencies:

• Previous banking experience
• Previous bank operational experience
• Previous fraud experience
• Previous training experience

Physical Requirements:

• Express or exchange ideas by means of the spoken word via email and verbally.
• Exert up to 10 pounds of force occasionally, use your arms and legs, and sit most of the time.
• Have close visual acuity to perform activities such as analyzing data, viewing a computer terminal, reading, and preparing documentation.
• Not substantially exposed to adverse environmental conditions.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential responsibilities.