Senior Digital Channels Specialist

Job Description

Job Description

EQUAL OPPORTUNITY EMPLOYER, INCLUDING DISABILITY / VETS

Summary Description

Assists the Digital Channels Manager with the implementation of the bank’s digital banking services. Consults with vendors to improve customer digital experience and resolve potential digital utilization disruption. Works closely with other departments to identify customer expectations, and engage with vendors to improve functionality. Stays abreast of fraud trends, and identifies gaps within our internal fraud prevention processes. Helps lead response and prevention tactics during periods of high-risk activity. Aids in customer and employee communications regarding Digital services. May provide support for the daily operation of the bank’s credit card program. Aid in managerial statistics, budget reporting and audits.

Essential Functions

• Provide direct customer support through the Online and Mobile chat feature for Digital related inquiries
• Support and assist implementation of the bank’s electronic banking services, including risk assessments associated with the products
• Work with vendors to research and resolve customer cases
• Consult with vendors to improve functionality based on customer expectations
• Work closely with the Customer Care Center, Help Desk, branch staff and fraud to research and resolve customer concerns or issues
• Consult with Customer Care Center to improve functionality based on customer expectations
• Stay abreast of and identify trends in internal and external fraudulent activity and through outside resources and education
• identify gaps in fraud prevention processes and procedures, recommend possible solutions
• Consult with Fraud department to develop and implement strategies and tactics to detect and reduce fraud
• Monitor reviews within the Apple and Google App stores and respond to customers accordingly
• Research and process customer digital transaction disputes according to Reg. E guidelines
• Help lead response and prevention tactics during high-risk, high-activity periods of fraud
• Assists with timely customer and employee communications regarding Digital services including maintenance schedules, downtime, or other alerts
• Responsible for the completion of : daily task reviews, maintenance submissions, and any other assigned daily function
• Serve as a liaison between the bank and Elan to provide credit card support to staff and customers
• Assists with creating training materials for department and others impacted by digital services
• Become competent in all aspects of digital banking services, process, and procedures
• Helps lead cross training in department
• Reviews and responds appropriately to Customer Feedback Program
• Assists in gathering and compiling data for reports and audits

Position Requirements

Critical Skills / Expertise