Client Services & Solutions - Digital Banking Specialist
Hillcrest Bank, Albuquerque, NM, United States
Responsibilities
As a Digital Banking Specialist, you will assist with the operational and technical support of our digital solutions, including but not limited to: Online Banking, Online Account Opening, Mobile Banking (including Mobile Deposit), BillPay, Zelle, ACH, wires, positive pay. You will maintain a working knowledge of the bank’s retail and business digital products, supporting applications, and procedures. You will be able and willing to provide a full range of professional, technical, and operational support to Bank associates and clients.
Work with and through others, building and maintaining relationships.
Operate as an effective communicator, who is able to stimulate and motivate others while being aware of and responsive to their needs and concerns.
Detail work is a major focus of the job, and those details need to be handled quickly, correctly, and efficiently and working within established guidelines.
Educate and advise internal associates and clients by answering questions and explaining products and services.
Identify opportunities to enhance the associate and client experience.
Research and resolve issues related to Digital Banking.
Escalate issues to the appropriate parties (internal teams, vendors, etc.).
Collaborate with other teams (Product Development, Delivery, Client Services and Solutions, Treasury Management, Banking Centers, Training, etc.) to create an environment of teamwork, efficiencies, and problem solving.
Work to mitigate the risks associated with Digital Banking.
Proactively identify and communicate issues and potential process improvements related to Digital Banking products and services.
Provide continual quality assurance of all Digital Banking products and services.
Ensure exceptional Client Experience with our digital and remote service channels.
Assist in periodic reviews with Product Development to ensure our Digital Banking offerings meet industry and competitive standards.
Work with clients to address enrollment, usage, transactional, and technical issues and questions.
Perform a variety of daily operational responsibilities related to the delivery and support of all Digital Banking solutions.
Minimum Requirements
High School diploma or equivalent
3+ years of relevant job experience with client service
3+ years of bank operations, banking center or equivalent experience
Excellent business communication skills
Strong detail orientation
Desired Skills
Associate’s Degree, or equivalent combination of education and related work experience
5+ years of relevant job experience with client service
Preferable 3+ years of client contact within a call center environment
5+ years of bank operations, banking center or equivalent experience
Bilingual language skills
Ability to handle multiple tasks simultaneously
Ability to perform within a complex, multi-functional technical environment
Capacity to work with multiple computer and software systems
Ability to organize and prioritize work and manage projects
Strong problem-solving, analytical, research and decision-making abilities
Work Environment
We are committed to our core value of meritocracy and supporting our associates in growing within their role
When completing certain tasks, an associate may need to be able to grasp, push, pull, lift, bend, raise and hold hands and arms overhead.
An associate must be able to work overtime to the extent necessary (typically no more than 5%).
Benefits In addition to your financial compensation, we also offer a generous benefits package that includes insurance, 401k, an associate stock purchase program, paid time off, associate banking perks. For more information about the benefits offered click here.
EEO and Accommodations The Bank is committed to providing qualified applicants and associates reasonable accommodation, when necessary, to enable the individuals to complete the application process and/or perform the essential functions of the job. An applicant and/or associate requiring reasonable accommodation to perform any essential job function, should contact Human Resources.
The Bank's policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. The Bank is proud to be a drug‑free workplace.
Colorado Residents: In any materials you submit, you may redact or remove age‑identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Selected candidate(s) for hire must complete the following prior to employment: a criminal history report, global screen, drug screen, employment credit report and if applicable, a driving record. Applicants must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
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Work with and through others, building and maintaining relationships.
Operate as an effective communicator, who is able to stimulate and motivate others while being aware of and responsive to their needs and concerns.
Detail work is a major focus of the job, and those details need to be handled quickly, correctly, and efficiently and working within established guidelines.
Educate and advise internal associates and clients by answering questions and explaining products and services.
Identify opportunities to enhance the associate and client experience.
Research and resolve issues related to Digital Banking.
Escalate issues to the appropriate parties (internal teams, vendors, etc.).
Collaborate with other teams (Product Development, Delivery, Client Services and Solutions, Treasury Management, Banking Centers, Training, etc.) to create an environment of teamwork, efficiencies, and problem solving.
Work to mitigate the risks associated with Digital Banking.
Proactively identify and communicate issues and potential process improvements related to Digital Banking products and services.
Provide continual quality assurance of all Digital Banking products and services.
Ensure exceptional Client Experience with our digital and remote service channels.
Assist in periodic reviews with Product Development to ensure our Digital Banking offerings meet industry and competitive standards.
Work with clients to address enrollment, usage, transactional, and technical issues and questions.
Perform a variety of daily operational responsibilities related to the delivery and support of all Digital Banking solutions.
Minimum Requirements
High School diploma or equivalent
3+ years of relevant job experience with client service
3+ years of bank operations, banking center or equivalent experience
Excellent business communication skills
Strong detail orientation
Desired Skills
Associate’s Degree, or equivalent combination of education and related work experience
5+ years of relevant job experience with client service
Preferable 3+ years of client contact within a call center environment
5+ years of bank operations, banking center or equivalent experience
Bilingual language skills
Ability to handle multiple tasks simultaneously
Ability to perform within a complex, multi-functional technical environment
Capacity to work with multiple computer and software systems
Ability to organize and prioritize work and manage projects
Strong problem-solving, analytical, research and decision-making abilities
Work Environment
We are committed to our core value of meritocracy and supporting our associates in growing within their role
When completing certain tasks, an associate may need to be able to grasp, push, pull, lift, bend, raise and hold hands and arms overhead.
An associate must be able to work overtime to the extent necessary (typically no more than 5%).
Benefits In addition to your financial compensation, we also offer a generous benefits package that includes insurance, 401k, an associate stock purchase program, paid time off, associate banking perks. For more information about the benefits offered click here.
EEO and Accommodations The Bank is committed to providing qualified applicants and associates reasonable accommodation, when necessary, to enable the individuals to complete the application process and/or perform the essential functions of the job. An applicant and/or associate requiring reasonable accommodation to perform any essential job function, should contact Human Resources.
The Bank's policy is to provide equal opportunity to all people without regard to race, color, religion, national origin, ancestry, marital status, veteran status, age, disability, pregnancy, genetic information, citizenship status, sex, sexual orientation, gender identity or any other legally protected category. The Bank is proud to be a drug‑free workplace.
Colorado Residents: In any materials you submit, you may redact or remove age‑identifying information such as age, date of birth, or dates of school attendance or graduation. You will not be penalized for redacting or removing this information.
Selected candidate(s) for hire must complete the following prior to employment: a criminal history report, global screen, drug screen, employment credit report and if applicable, a driving record. Applicants must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire.
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