Business Support Specialist - Digital Banking

Job Description

Job Description

NewtekOne®, Your Business Solutions Company®, is a financial holding company, which along with its bank and non-bank consolidated subsidiaries, provides a wide range of business and financial solutions under the Newtek® brand to the small- and medium-sized business ("SMB") market. Since 1999, Newtek has provided state-of-the-art, cost-efficient products and services and efficient business strategies to SMB relationships across all 50 states to help them grow their sales, control their expenses, and reduce their risk.

Newtek's and its subsidiaries' business and financial solutions include : banking (Newtek Bank, N.A.), Business Lending, Electronic Payment Processing, Technology Solutions (Cloud Computing, Data Backup, Storage and Retrieval, IT Consulting), eCommerce, Accounts Receivable Financing & Inventory Financing, Insurance Solutions, Web Services, and Payroll and Benefits Solutions.

Newtek Bank, N.A. is looking to add a Business Support Specialist - Digital Banking to its team. (Please see below for shift information)

The Business Support Specialist position is an essential role within the Digital Banking team, focusing on facilitating a smooth banking experience for business clients across our various Digital Banking contact channels (primarily phone / video chat). Key responsibilities include fostering business deposit growth and ensuring the satisfaction of our business banking clientele. Proficiency in banking products and services, encompassing online banking and mobile applications, is imperative for this role. Candidates must possess a comprehensive understanding of financial operations, coupled with excellent communication and problem-solving skills. A meticulous attention to detail, adept prioritization and multi-tasking capabilities, and the ability to provide positive and friendly support to both customers and internal team members are essential attributes for success in this position.

As a Business Support Specialist, you will :

• Maintain a strong understanding of bank policies, network rules, and regulatory compliance requirements.
• Be a Subject Matter Expert on our business banking deposit products and treasury management services including ACH, Wires, Quickbooks, RDC, and Positive Pay.
• Execute and manage the end-to-end business deposit account opening and onboarding process.
• Provide initial and ongoing support for business clients transitioning to Newtek Bank.
• Train business clients and sub-users on our digital banking platform and features.
• Interact with clients in a friendly and engaging manner by phone, secure message, chat and video chats to address various banking inquiries and provide client assistance.
• Investigate and resolve any discrepancies or issues related to payment transactions.
• Collaborate with the Digital Operations team to implement and maintain appropriate treasury management services and ensure seamless digital banking functionality.
• Be proficient in digital account opening software including various Apiture and Fiserv products.
• Maintain strong understanding of other NewtekOne business line products and be able to effectively identify cross sell opportunities and refer business internally.
• Assist clients with navigation and utilization of our online banking platform and mobile app.
• Provide troubleshooting and first level online banking support. Escalate online banking issues for further investigation as needed.
• Work closely with internal teams, including Finance, Payment Operations, and IT, to resolve payment-related inquiries and issues.
• Assist with onboarding and training new team members.

The above duties will be distributed amongst the department.

Knowledge, Skills and Abilities :

Excellent communication and interpersonal skills.

Ability to effectively engage with business owners and decision makers.

Strong attention to detail.

Exercise good judgement and problem-solving skills.

Ability to multi-task and prioritize to meet time-sensitive deadlines.

Ability to work collaboratively in a team-oriented environment.

Willingness to assist in cross-team projects and initiatives.

2+ years in the banking industry focused on business banking, deposit and payments operations, digital banking, customer service, or business development.

Bilingual Preferred

Education and Certification Requirements :

College degree from a two-year or four-year program with a concentration in business or accounting preferred.

Salary Range : $55,000 to $67,000 per year

Shift Information : This role requires availability between 8 : 00AM-6 : 00PM EST in our Wilmington NC office with flexibility to work alternate weekends as needed

NewtekOne is an Equal Opportunity Employer; M / F / D / V. We require all of our employees to perform work in an ethical manner and uphold our Code of Business Conduct and Ethics at all times.