DescriptionResponsibilities (Essential):Customer Support: Provide accurate, efficient and timely support of internal and external customers, including answering complex questions and interacting with customers via email, phone, and other digital communication formats such as chat and video meetingsTroubleshooting: Research and resolve issues related to online banking and other digital products and services. Communicate with 3rd party vendors to problem solve and troubleshoot issuesMaintenance: Gather and process agreements and forms for service maintenance requests, maintain and organize department files and recordsImplementation: Gather and process agreements and forms for the implementation of new service setups, manage forms using document signing software, complete system setup in the bank’s core system and online banking platformCommunication: Liaise with internal and external customers to ensure implementation of services, maintenance, and training are being effectively communicatedQuality Control: Ensure all work processed is accurate and in compliance with policies and procedures, review other team members’ work for accuracy and compliance to ensure quality service standardsSecurity: Consistently follow risk mitigation best practices, detect and escalate suspicious or fraudulent activityOther Tasks: Complete recurring tasks such as hourly file uploads, remote deposit check exception reviews and processing, end of night file processing, daily and monthly report management, and other duties as requestedRequired Education & Experience:Minimum of a high school degree or equivalent2-3 years of customer service experienceGeneral knowledge of banking, digital and/or core banking, bank operations or equivalentHighly motivated and works independentlyStrong written and verbal communication skillsStrong attention to detail and analytical skillsProven track record of managing competing tasks and priorities while maintaining accuracyAbility to diagnose and problem solve challenging technical issues via email, phone, and other digital channels such as chat and video meetingsWorking knowledge of Windows-based software programs (MS Office, Word, Excel)Working knowledge of technological systems and software to support troubleshooting digital issuesAbility to analyze and interpret findings and results to draw logical conclusions to troubleshoot and carry out daily assignmentPhysical Demands and Work Environment:Physical Demands: General office environment.Work Environment: General office environment.Schedule Expectations:Full time, 40 hours per weekFlexibility to work some evenings and weekends as neededEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)