Digital Services Specialist

Old Point has an incredible opportunity in the role of Digital Services Specialist. The qualified individual will be responsible for performing varied and interesting duties related to the Bank’s electronic banking and cash management products for our customers.

Essential Functions : 

 Provides support for Online, Mobile Banking, and Bill Pay in addition to various consumer oriented digital banking products and services processes and ensures receipt of ACH Origination files received through online banking.

 Manages the established customer set-up for Cash Management/Commercial Online Banking,

 Remote Deposit, Image Lockbox services.

 Conducts customer training for Online Banking, ACH Origination, RDC & Image Lockbox.

 Enables services with Federal Reserve for ACH addenda reporting.

 Assists with online payment issue resolution, working with vendor support, gathering and analyzing payment data, and collaborating Digital Support Operations team to fix and enhance payment processes.

 Handles customer inquiries including but not limited to escalations of a mid to high level complexity related to digital platforms

 Serves as the customer advocate by solving problems on the customer’s behalf and engaging necessary the right department/people and the digital vendors.

 Provides guidance and support to peers and members in order to meet their individual digital banking financial needs. 

 Accurately verifies, documents, and processes member transactions including Wires and ACH files in accordance with bank policies\procedures. 

 Collects, analyzes, and reports data, trends and/or issues regarding digital processes.

 Accountable for the understanding of and adherence to operational controls, policies, procedures and processes to ensure compliance with bank policies and related laws and regulations.

 Performs other duties as required or assigned which are reasonably within the scope of the duties in this job classification.

Position Requirements (Knowledge/Skills/Abilities)

 Basic knowledge and understanding of electronic banking methods, systems, and procedures.

 High degree of knowledge of digital banking platforms.

 Intermediate knowledge of MS Office with the ability to learn other job specific software applications. 

 Strong written and oral communication skills and ability to distill and convey information in a compelling manner

 Skill in analyzing situations and applying critical thinking in order to resolve problems and decide on courses of action.

 Skill in adopting technological advancements and facilitating into current and future responsibilities

 Ability to anticipate, monitor, and meet the needs of customers and respond in an appropriate manner.

 Strong written and oral communication skills and ability to distill and convey information in a compelling manner

 Ability to develop, maintain, and strengthen partnerships with others inside or outside the organization who can provide information, assistance, and support.

 Ability to prioritize workload based on service level agreements and customer impact.

 Ability to attend to details and pursue quality in accomplishing tasks.

 Ability to establish and maintain a high level of satisfaction for all staff and customer inquiries and transactions. 

 Ability to understand information/data; make connections; draw conclusions

 Ability to proactively complete tasks, recognize and solve problems, improve processes, enhance products, and/or extend services within assigned range of authority.

 Possesses the drive to work towards a standard of excellence.

Education/Experience

 High school diploma or GED 

 Associate Degree, or equivalent combination of training, education, and experience ( preferred.)

 Minimum one year of financial services experience. 

 Hands-on knowledge and experience of bank operations preferred

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to sit, use hands to finger, handle, or feel and talk or hear and occasionally required to stand, walk, reach with hands and arms and stoop, kneel, crouch, or crawl.  Specific vision requirements for the job include close vision (at 20 inches or less) and the ability to recognize colors.  

Working Conditions

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment is typically indoors and in an office setting. The noise level within the work environment is typically moderate.  

The specific statements shown in each section of this position description are not intended to be all-inclusive.  They represent typical elements and criteria necessary to successfully perform the job.