Digital Banking Specialist

Level I - $20.00 - $24.40 - $29.29per hour

Level II - $20.99 - $26.24 - $31.49per hour

Depending on qualifications and experience Digital Banking Specialist I or II may be considered.

At Heritage Bank, we work hard, but we also know how important it is to take time off to stay healthy, relax, and spend time doing what makes your heart happy!

As part of our team you’ll enjoy a total rewards package, which includes base salary based on the role, experience, and skill set, along with an exceptional benefits package (medical, dental, vision, life insurance, 401(k), community volunteer time), and generous time off policy. Full-time team members receive a minimum of 10 paid vacation days annually* and eight hours of paid sick leave per month*, while also enjoying 11 paid holidays each calendar year, and an annual float day. *pro-rated from start date, and/or hours worked.

Position Overview:

Heritage Bank Currently has an exciting opportunity to join our organization!

The digital banking specialistposition isresponsible for the timely and accurate completion of operational, customer support, and/or technical support activities, i.e., set ups, troubleshooting, research, and day-to day support to internal and external customers for all digital channel products including but not limited to: Business/Consumer Online and Mobile Banking, Remote Deposit Capture (RDC), Bill Pay, Electronic Funds Transfer (EFT), Online ACH origination and online wire transfers, ensuring compliance with operational and regulatory policies/procedures to mitigate risk.

The successful candidate:

• Researches and responds to internal and external customer inquiries via Jira, email, phone or in person.
• Protects and maintains confidentiality with all customer financial data when handling customer requests and transactions.
• Acquires knowledge to set-up, implement and maintain business online banking, and Business RDC customers.
• Assists in providing troubleshooting and support to business and consumer online banking customers, remotely using Computer Sharing Software and over the phone.
• Reconciles assigned general ledger and bank control accounts in a timely and accurate manner.
• Contributes to the success of the department with willingness to share and cross train in all department responsibilities, as required or assigned.

Requirements:

• High School Diploma or equivalent required. Coursework and/or certification in business or accounting, and/or relevant education – preferred.
• Level I- 1+ year recent customer service, data entry, clerical and/or office support experience, demonstrating working knowledge of general office administration practices and procedures required. Recent experience in Electronic / Digital Banking with working knowledge and understanding of Online Banking, Mobile Banking, RDC, EFT processing and regulatory compliance preferred.
• Level II- 2+ years recent experience in bank operations, electronic / digital banking and/or branch banking, which includes working knowledge and proficiency in online / mobile banking, RDC, EFT processing and regulatory compliance in a financial services industry required.
• Equivalent combination of education and experience may be considered.
• Provides high level of quality service for internal/external customers; responds to customers' needs, questions and concerns in an accurate, effective, and timely manner.
• Ability to provide clients with information and data, as well as gain their trust and respect while maintaining personal composure when confronted with a difficult situation and/or customer. Ability to escalate to next level management.
• Effective interpersonal and written/verbal communication skills with the ability to communicate technical issues over the phone, in person and via email; and ability to read, write, speak, and understand English well.
• Effective research, attention to detail, time management, and organizational skills to manage multiple assignments and reporting requests to meet concurrent deadlines, with moderate supervision and oversight.
• Basic understanding of debit/credit relationships and negotiable instruments; general math skills to balance accounts and locate routine and non-routine mathematical errors, to process debits and credits accurately, and adhere to customer instructions.
• Ability to learn and gain an understanding and apply principles, procedures, requirements, regulations, and policies related to assigned area, as well as gain working knowledge of the Bank’s policies, procedures, products, and services.
• Unquestionable integrity in handling sensitive and confidential information required.
• Working knowledge of office administration practices and procedures.
• Basic knowledge of MS Office products (Word, Excel, Outlook), with the ability to learn and adapt to new technologies quickly.
• PC Experience using ticketing systems (Jira, etc.) - preferred.

Working Environment/Conditions:

• Climate controlled office environment.
• Work involves being able to concentrate on the matter at hand under sometimes distracting work conditions and frequent interruptions during the day.
• Work requires willingness to work a flexible and/or rotating schedule or extended hours, as needed.

Physical Demands/Effort:

• Work may involve the constant use of computer screens, reading of reports, and sitting throughout the day.
• Ability to operate a computer keyboard, multi-line telephone, photocopier, scanner, and facsimile which often requires dexterity of hands and fingers with repetitive wrist and hand motion.
• Typically sitting at a desk or table; intermittently standing, stooping, bending at the waist, kneeling or crouching to file materials.
• Occasional lifting and/or moving up to 10 lbs. (files, boxes, etc.)

Heritage Bank is an Equal Opportunity Employer

Salary Range Disclaimer

The base salary range represents the min, mid and max of Heritage Bank’s salary range for this position. Actual salaries will vary depending on factors including, but not limited to, qualifications, experience, and job performance. The range listed is just one component of Heritage Bank’s total compensation package for full time and part time employees. Depending on position, other total compensation rewards may include, monthly, quarterly or annual incentive, and/or bonuses.

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