What are the responsibilities and job description for the Digital Banking Services Representative I position at Apple Bank for Savings?
Hybrid/Garden City, NY
Salary Range: $55,000 - $65,000
The Digital Banking Services Representative I supports Apple Bank’s Retail and Business Online Banking operations, including bill payment functions. The Representative supports our Customer Line staff via the call center, as well as the Bank’s branch network staff through the Help Desk function for assisting customer with their issues on all aspects related to online banking. The incumbent responds to customer communications received through our online banking channel as well as the Bank's general customer facing email address and fields calls for Help Desk and VISA support, in order to reduce high-volume queues during times of peak demand. Additionally, this position is responsible for troubleshooting digital banking issues and identifying and opening tickets with our vendor and logging the complaints accordingly.
Salary Range: $55,000 - $65,000
The Digital Banking Services Representative I supports Apple Bank’s Retail and Business Online Banking operations, including bill payment functions. The Representative supports our Customer Line staff via the call center, as well as the Bank’s branch network staff through the Help Desk function for assisting customer with their issues on all aspects related to online banking. The incumbent responds to customer communications received through our online banking channel as well as the Bank's general customer facing email address and fields calls for Help Desk and VISA support, in order to reduce high-volume queues during times of peak demand. Additionally, this position is responsible for troubleshooting digital banking issues and identifying and opening tickets with our vendor and logging the complaints accordingly.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Support all phases of Retail and Business Online Banking (BOB) procedures.
- Support Bill Pay processes, including supporting service calls, managing fraud, and responding to exceptions.
- Resolve items that are referred to the team through the general service request queue.
- Assist contact center by handling calls as a Customer Line agent during peak call times or as needed.
- Assist Help Desk and Visa support queues in providing support to Bank employees.
- Serve as backup for other fraud and risk management responsibilities, including mobile check deposit review, Visa support and Bank risk report review.
- Troubleshoot customer issues related to digital technologies and log complaints as needed.
- Support product implementation installs as needed (evening/weekend/off hours).
- Perform other duties as requested.
SKILLS, EDUCATION, & EXPERIENCE
- Bachelor’s degree in a relevant field, or commensurate work experience will be considered in lieu of educational background.
- 2 years of experience in financial services or digital banking; project coordination experience a plus
- Experience with banking products, account opening processes and CIP/compliance requirements preferred
- Vast knowledge of digital and mobile devices, operating systems, and browser configurations.
- Knowledge of digital banking platforms and money movement services (BillPay, P2P, A2A)
- Digitally savvy and current on the latest devices, browsers, and operating systems.
- Ability to manage multiple competing priorities with effective prioritization and eye for detail
- Assume full accountability for result, serve as product expert, and leverage all resources available to achieve objectives.
- Excellent interpersonal and communication (verbal written) skills.
- Requires ability to be innovative and resourceful in collaborating on solutions.
- Dedication to delivery of quality products and outstanding customer experiences.
- Detail oriented, persistent and manages to timelines and product performance.
- Must be willing to learn techniques, programming languages and design patterns as needed.
Visa sponsorship not available.
We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.
Salary : $55,000 - $65,000
