SUMMARY

This position is responsible for providing exceptional service to Lines of Business and digital customers by ensuring digital solutions are operating at optimal levels.

MAJOR DUTIES AND RESPONSIBILITIES (ESSENTIAL FUNCTIONS)

Serve as a subject matter expert on digital channel products and processes; including but not limited to Online Banking, Online Account Opening, Remote Deposit Capture, Positive Pay, and Bill Pay. Act as a liaison between Customer Care and other business units and departments. Monitor, resolve, and escalate Salesforce Cases submitted by Lines of Business that are routed to Digital Operations. Investigate reported problems and attempt to replicate them to determine if the issue is isolated or widespread. Monitor and assist with partner support cases for digital products; including but not limited to Online Banking, Online Account Opening, Remote Deposit Capture, Positive Pay, and Bill Pay. Recognize and report service quality concerns that may become apparent through customer interactions. Perform User Acceptance Testing for digital products and releases. Utilize test environment to perform regression testing for any releases that are implemented to resolve problems. Review Online Banking procedures for accuracy. Coordinate and complete special projects assigned by Supervisor.

ADDITIONAL DUTIES AND RESONSIBILITIES

• Attends meetings to assist in the planning and development of digital products as requested by Supervisor.
• Completes all required compliance exams on a yearly basis.
• Adherence to all First United Policies and Procedures.
• Other duties as assigned by supervisor.

EMPLOYEE SPECIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Work Experience

• High school diploma or GED required.
• 6 months to a year banking experience preferred.
• 2-5 years of experience in Digital or Online Banking Operations required.
• Good understanding of bank operations, products and services required.
• Knowledge of financial institution policies and procedures required.

Technical/Functional Competencies

• Exceptional interpersonal skills with ability to work with a variety of people and personality types.
• Relates well with customers and employees by all means of communication, including written, verbal, and non-verbal.
• Demonstrates good judgment.
• Possess a strong sense of customer service.
• Ability to quickly learn and adapt to new technologies.
• Demonstrates dependability through good attendance and adherence to timelines and schedules.
• Proficient in the use of the internet and Microsoft Office products: Word, Excel, and Outlook.
• Willingness to accept additional responsibilities.
• Takes initiative in the completion of projects.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned by supervisor to meet the ongoing needs of the organization.

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