The Digital Customer Service Manager (DCSM) is a blend of customer support, operations, curiosity, problem solving and commitment to innovation. They support customers directly through phone calls and live chat support, and also through streamlining processes. In addition to helping customers with questions and technical support, they will conduct the necessary backend administration for these accounts. This role is a key team player working across the digital team, compliance and online banking team in caring for customers seeking a digital-first experience. This person must thrive on ever improving a digital-first customer experience and embody a strong commitment to effective communication and careful and timely management of administrative/operational duties.
The essential job functions for this position include:

1. Display expert knowledge of Bank of Utah's depository products accounts, apps and online services along with a strong understanding of bank's products and services.
2. Proactively seek solutions to customer service and efficiency issues. Troubleshoot online and mobile banking issues. Service customer accounts and requests accurately in accordance with bank policy and procedure.
3. Maintain comprehensive and up to date knowledge of banking regulations related to assigned job function. Complete required compliance and job specific training.
4. Radiate a can-do attitude, which fosters our Cultural Beliefs.
5. Provide effective and empathetic phone and chat support for customers with questions about digital account opening or problems completing their digital application.
6. Contact customers via email or phone if additional information is required after they submit their digital application.
7. Make decisions on accounts requiring manual review.
8. Reference core information to troubleshoot any issues when approved accounts are not able to be automatically booked.
9. Ensure accuracy of automatically booked accounts through providing a QA of information in the core and log account details and maintenance activities.
10. Conduct account reviews and encourage customers to connect their digital accounts to account touch-points (online banking, debit card, digital wallet, etc.).
11. Establish processes and documentation for the DCSM position.
12. Utilize data and reporting to make recommendations to improve processes and gain efficiencies for customers and the team.
13. Work across the digital team, branch admin, compliance and online banking teams to both provide excellent service to customers and create processes, documentation and a feedback loop that grows and strengthens the digital channel.

Additional Responsibilities & Key Attributes for this Position:
•Earn the trust and respect of customers and co-workers
•Exhibit professional workplace appearance and conduct
•Keep Bank, customer, and employee information confidential
•Participate in training and appropriate professional development
•Enjoy learning about new technology and curious about how new tools and capabilities can improve customer experience and create efficiency
•Communicate successfully over phone, email and digital chat
•Exercise patience and empathy with customers having trouble using the digital channel
•Thrive in solving problems
•Ask questions and collaborates to find solutions
•Manage details with ease and is organized enough to be able to move between projects when required
•Care about accuracy
Experience, Skills, and Education

• Requires High School Diploma or equivalent
• Minimum of two years' retail banking and account opening experience or digital banking experience.
• Confident in using Microsoft excel to record information and structure functions and pivot tables.
• Comfortable in using other Microsoft solutions (Word, Outlook, etc.)
• Experienced in reading reports and interpreting and working with data
• Good risk-based decision-making skills and the ability to follow complex policies and procedures.

The wage listed is within the range associated with this position. Actual compensation will be based on qualifications and experience.