What are the responsibilities and job description for the Digital Banking Analyst position at Horizon Bank?
The Digital Banking Department supports Horizon Bank's customer and advisor-facing digital banking products and services. The Department includes support of Electronic Banking & related services, Chat & Chatbots, and Online Account Opening. This position's primary focus is on the technical support, system administration, training development and system testing of Digital Banking’s products and services.
Principal Accountabilities
Provide technical support, system monitoring, system configuration & maintenance, training development, and system testing for electronic banking and related products and services. Represent the Bank to both internal and external customers in a courteous, professional manner in face-to-face, written and telephone communications. Demonstrate product and services mastery over digital products and services. Accountable for adherence to all applicable regulations, compliance standards including Bank Secrecy Act (BSA), quality of documentation, as well as timeliness in delivering projects and reports as assigned. Actively protect confidentiality of customer and account information. Demonstrate Horizon Bank’s commitment to the communities we serve through active involvement in local organizations and events.
Duties
- Work with vendors to enter, manage and implement cases related to the digital platforms.
- Work with team to manage, monitor, and continuously improve digital product offerings and services.
- Provide escalated level of support for digital banking products and services to both internal and external customers, including training and guidance.
- Produce timely and accurate reporting related to the digital platforms.
- Troubleshoot technical issues related to digital platforms.
- Perform primary testing as well as communication for all digital releases, including the development and documentation of standard test scripts and training materials.
- Support all necessary tasks to manage Live Chat, including Bot development, Intent management, FAQ management, and Predefined Content.
- Monitor and maintain communication with Management, Sales Support, and all other End Users.
- Stay abreast of all new digital banking products and services.
- Accountable for ensuring adherence to established regulations, policies, Standard Operating Procedures (SOPs), and instructions. Report suspicious transactions or unusual occurrences to supervisor. Maintain customer confidence and protect bank operations by keeping information private and confidential.
- Participate in ongoing skill, compliance, risk management and security training as required for the position and apply knowledge in daily tasks
- Serve as a resource and support for projects and initiatives that need to be completed by the team.
- Other duties as assigned.
Qualifications & Skills
- College degree in Business, Accounting, Marketing, Finance or Technology preferred with 2 - 3 years’ experience in digital banking, retail banking, operations or equivalent education and experience.
- Experience with digital banking services such as Q2 Online Banking, Q2 Online Account Opening, FISERV Signature Core, or LivePerson Chat is preferred.
- Must present a professional image and communicate with public, co-workers, management, customers and others in a courteous, positive and professional manner. Must be trustworthy, conscientious, courteous, of stable temperament, self-motivated, highly organized and be accountable for personal conduct, actions and decisions.
- Successful candidates must have excellent interpersonal and written skills, and a demonstrated attention to detail, with skill in questioning and listening to arrive at the most effective and efficient solution.
- Ability to execute technical testing and develop training materials related to digital platform changes. Ability to make informed decisions necessary to meet established deadlines. Ability to effectively communicate changes that may impact advisor or customer experience of a digital product or service.
- Must have proficient typing and computer skills, including Microsoft Office. Prior experience in projects, system administration and user administration preferred.
- Capable of working a schedule designed to support the Eastern or Central Time Zone markets
Core Competencies
- Analytical Thinking
- Time Management
- Customer Focus
- Written Communication
- Problem Solving
Physical Requirements
Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions in compliance with the Americans with Disabilities Act (ADA)
Physical Demand:
Percentage of Time:
Communicate with customers, advisors and managers regarding banking transactions and issues. Able to exchange accurate information with others. Able to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
75% - 100%
Able to verify authenticity of financial instruments, forms, documents and signatures. Able to verify identity of customers, vendors and service providers. Able to observe actions of others to ensure safety and security of the branch. Able to grasp, move and sort forms and papers.
75% - 100%
Operate a computer and other office machinery such as calculator, copy machine, printer and telephone.
75% - 100%
Regularly move about the office to access file cabinets, storage drawers and various office equipment.
50% - 100%
Able to study, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Able to write reports, business correspondence, and procedure manuals.
50% - 75%
Able to remain in stationary position.
50% - 75%
Occasionally position self to reach heights between floor and 6'.
<25%
Ability to travel occasionally, including overnight stays, within the branch network or to customer site to oversee and direct projects.
Horizon Bank is a proud Equal Opportunity Employer | Disability | Veteran Employer.
Job Reference: HRN01219
