Digital Banking Specialist

## Overview and Responsibilities

**This position can be located in either Quincy or Palmyra.**

**Position Overview**

The Digital Banking Specialist is responsible for supporting and enhancing the Bank’s **consumer digital banking experience**, ensuring digital platforms and services operate accurately, securely, and efficiently. This role serves as a primary point of support for consumer digital banking products, including online and mobile banking, digital payments, fraud monitoring, and customer education.

In addition to consumer support, this position provides **secondary assistance** with Treasury Services and business cash management products as needed, partnering with internal teams to support operational coverage, customer onboarding, and transaction processing. The ideal candidate is customer-focused, detail-oriented, and comfortable working with digital banking technology in a fast-paced environment.

**Why This Role Matters**

This position plays a key role in delivering a seamless and secure **consumer digital banking experience** while providing operational flexibility to support treasury services as needed. The Digital Banking Specialist helps ensure customers can confidently use digital tools while supporting the Bank’s continued growth and innovation.

**Key Responsibilities**

**Consumer Digital Banking Support (Primary Focus)**

• Provide day-to-day support for consumer digital banking platforms, including online and mobile banking services.
• Assist customers with onboarding, navigation, troubleshooting, and general digital banking inquiries.
• Deliver clear, timely, and professional customer service through digital banking inboxes, chat, phone, and internal requests.
• Monitor digital banking workflows, alerts, and reports to ensure accurate processing and timely issue resolution.
• Support fraud monitoring activities by reviewing alerts, escalating concerns, and assisting with customer education and follow-up.

**Digital Banking Operations & Controls**

• Review and dual-control digital banking transactions and activities in accordance with internal policies and procedures.
• Maintain accurate documentation, logs, and records related to errors, exceptions, returns, and corrections.
• Identify, document, and escalate potential risks, discrepancies, or control issues.
• Assist with system testing, enhancements, and updates related to consumer digital banking products.

**System Administration & Maintenance**

• Perform administrative maintenance for digital banking products and customer accounts, including setup, changes, and deactivation within system consoles.
• Maintain test accounts and demo environments used for training, troubleshooting, and customer demonstrations.
• Support the rollout of new consumer digital features and enhancements.

**Treasury Services Support (Secondary / Cross‑Training Role)**

• Provide backup or overflow support for Treasury Services and cash management products, including ACH, positive pay, remote deposit capture, and wire requests.
• Assist with basic treasury onboarding, customer inquiries, and operational processing as assigned.
• Partner with Treasury Services and Business Banking teams to ensure consistent customer support and service continuity.

**Reporting, Compliance & Continuous Improvement**

• Assist with preparation of digital banking and operational reports, including management or board reporting as assigned.
• Support internal audits, reviews, and regulatory requests related to digital banking activities.
• Maintain a working knowledge of applicable regulations, digital banking controls, and ACH rules as they relate to assigned responsibilities.
• Participate in process improvement initiatives to enhance efficiency, controls, and the customer experience.

## Qualifications and Skills

• Bachelor’s degree or equivalent experience in banking, digital services, or financial operations preferred.
• Experience with consumer digital banking platforms or electronic banking systems strongly preferred.
• Strong customer service, communication, and problem-solving skills.
• High level of accuracy, attention to detail, and sound judgment.
• Technical aptitude and willingness to learn new systems and digital products.
• Ability to collaborate across departments and manage multiple priorities effectively.