Summary:

Digital Solutions Support Representative works as a team to facilitate the day-to-day operational requirements necessary to support the various financial services and products the Bank provides to customers. The group assumes the daily responsibilities of digital banking platforms, investigating and resolving customer inquiries, researches and rectifies errors or issues and offers support functions to the retail staff.

Primary Accountabilities:

Research and resolve customer inquiries related to all digital banking platforms. Reviewing and researching daily and monthly reports. Compiles monthly information and reports for management and board review. Process cash management applications and customers. Responding to referrals from staff and informing customers about our Digital Solutions products and services. Educating staff on the features and benefits of our Digital Solutions products and services. Assisting with joint business calls to expand our customer base and strengthen relationships through our Digital Solutions offerings. Other duties as assigned.

Education/Experience:

High School diploma required Bachelor's degree preferred 5 years of general Banking experience preferred 2 years of online banking experience preferred Must be very knowledgeable on Teller and Bank policies and procedures Good verbal (telephone) and written communication skills Ability to use sound judgement Ability to work under pressure and adjust to volatile work volume

Physical Demands/Work Environment:

Individuals must be able to move about, stand and have manual dexterity. The work environment is generally well-lighted HVAC-controlled office. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. It is the responsibility of every Bank employee to maintain an effective

BSA/AML/OFAC

internal control structure, including suspicious activity monitoring and reporting. Every employee that comes in contact with a reportable and/or a suspicious activity should obtain the proper documentation and file the appropriate report in a timely manner. Nothing in this job description restricts the Bank's rights to assign or reassign duties and responsibilities to this job at any time. The First National Bank of Waterloo does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.

Direct Report:

None Benefits:

All full-time and part-time employees receive vacation days based on employment status and years of service (prorated based on hired date) and are eligible to participate in the Profit Sharing and Savings Plan and Employee Stock Purchase Program. Full-time employees are eligible to participate in the company health insurance plans, company paid life insurance, Short Term and Long Term Disability, additional voluntary plans, paid Parental Leave, paid Bereavement Leave and Tuition Reimbursement. 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