Digital Services Specialist

Digital Services Specialist

Company Information:

Bell’s Values

As stewards, dedicated to the growth and reputation of this independently owned organization, we are committed to:

• Promoting and sustaining our family atmosphere.
• Providing unequaled personal service to each and every customer.
• “Paying it forward” by giving back to the communities we serve.

Our Bottom Line

Happy Employees! Happy Customers!

Job Summary

The digital services specialist operates as a connection between retail, treasury management and HealthcareBank and deposit operations regarding VRU, online and mobile banking and treasury management services. They provide solutions for customers who encounter complex technical issues with online banking, mobile banking, text banking or VRU. Using diagnostic tools, they actively explore questions related to ACH, remote deposit, mobile check deposit, foreign or domestic wires, ACH positive pay, check positive pay, payee match positive pay, lockbox, and business bill pay. In addition to taking direct calls from clients, they receive escalated calls from bank employees. Resolution may require hands-on help at the desktop level. A combination of professional certifications and calculated years’ experience determine the job level.

Primary Duties

• Listen and communicate clearly and effectively both verbally and non-verbally, while providing computer hardware and software support to retail customers and commercial clients.
• Use appropriate tools to remote into retail customers’ and commercial clients’ computer or mobile device to guide them through updating software or hardware, including drivers needed for remote deposit.
• Maintain technical expertise and proficiency with all currently-used mobile devices and related IOS and Android software, PC and Mac desktop operating systems and other peripheral devices, online browsers, malware and virus software.
• Respond to retail customer, commercial client and employee requests as it relates to digital services products or treasury management services within established SLA requirements. This includes granting temporary limit increases, adding or deleting accounts, or assisting with login access.
• Work with other I.T. teams and outside vendors when needed to successfully resolve problems, including providing access to necessary systems.

• Be aware of the system integration of digital services products with the core banking system, middleware, and third-party vendors.
• Have a novice understanding of networks, Citrix, and proxy servers that may be used by commercial customers and impact how treasury management services perform.
• Escalate and communicate promptly with management, analysts and other specialists to ensure unresolved customer issues are addressed within an appropriate timeframe.
• At the direction of management or analysts, communicate the resolution progress on outstanding issues in such a manner to meet or exceed customer expectations.

• Provide commercial clients with training on treasury management services, either one-on-one or in a larger setting for customers. In a variety of formats including over-the-phone and face-to-face at the customers’ location.

• Training will cover how to use each treasury management service, expectations / regulations with which the customer must comply, and security awareness guidelines that the online user should follow.

• Provide back-up support to workflow coordinators in processing new clients during onboarding set-up process and scheduling client trainings.
• Build rapport with retail customers, commercial clients and employees; understand and represent customers’ needs when communicating internally; and at the direction of management or analysts, guide customers to the best solutions.
• Recommend updates to policies and procedures for digital services products and treasury management services.

• This includes the development of help sheets, user guides and FAQs for online users during training, as well as procedures used by digital services to provide day-to-day support.

• Work with both Bell Bank retail customers and commercial clients as well as with HealthcareBank clients to identify needs for improving and streamlining processes and procedures.
• At the direction of management or analysts, assist with projects to upgrade or add new features to digital services products or treasury management services, with an emphasis on leading commercial client and employee training outside of digital services.

• Assist with testing digital services products and treasury management services prior to release. At the direction of the management team or analysts, this may include writing test cases, organizing test users, and documenting results.

• Know by name and face as many retail customers, commercial clients and employees as possible, calling them by name as often as possible.
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and bottom line.
• Perform other assignments as needed.

Job Skills Required

• Entry-level positions require a minimum of 1-4 calculated years’ experience in information technology, treasury management, bank operations experience, or a combination of such experience.
• Associate’s degree in information technology, computer science, business, or related technical field. May substitute an equivalent combination of knowledge and skills gained through work experience and college course work.
• Intermediate knowledge of PC and Mac operating systems, browsers, malware and virus software, Citrix, and proxy services that may be used by commercial customers.
• Experience providing computer or mobile support or training with an emphasis on communicating technical information, preferably as a help desk technician preferred.
• Ability to occasionally work additional hours to meet coverage needs for digital services specialists, or meet project deadlines.
• Ability to work effectively both within a team, and as an individual contributor, in an unpredictable environment.
• Ability to analyze problems and respond swiftly to unpredictable technical challenges.
• Ability to recall guidelines and procedures and absorb new ideas and concepts quickly.
• Must be able to travel independently throughout the company and to customer locations as needed.

Location: