Digital Banker

The Digital Banker is responsible for managing all incoming digital communications (phone, email, chat, video chat) from retail clients seeking assistance with Bank products or services and/or problem resolution. Key Responsibilities Answer all general incoming client inquiries utilizing digital platforms and services and assists clients by providing answers to common questions with a specialization in digital banking services, products and applications. Promptly address customers and technical problems related to digital banking. Support and troubleshoot in various digital products and services, including but not limited to debit cards, digital wallet, bill pay, new and existing online banking and telephone banking support. Troubleshoot and support with the mobile app, decision mobile deposits, and prepare monthly Place outgoing calls for verification for non-in-person wire transfers. Monitor for potential fraud, managing risks associated with identity theft. Support Branch network with customer inquiries and issues related to the digital platforms and services. Identify opportunities to cross-sell additional products and services, and refer clients to business partners in Wealth Management, Mortgage, Consumer, and Commercial Lending. Analyze activities and operations to suggest methods of improvement in customer service, performance, and profitability. Prepare monthly consumer reports. Education and Experience High School Diploma/GED is required. A minimum of two years of banking or digital platform work experience. Prior sales, customer service, and/or call center experience is required. Working conditions Professional office environment with moderate sound. Ability to use telephone and electronic mail to communicate with customers and associates. Ability to travel to branches, off-site training, and/or meetings if required. Our Benefits We believe our associates are our greatest asset and are proud to offer a compensation and benefits package designed to support your health, financial security, and work-life balance. Our offerings include a range of medical, dental, and vision plans, paid time off and sick leave, retirement savings plan with employer match and resources to support your well-being. Associates have the potential to benefit from a stock ownership program and annual bonus based on both individual and bank performance. EOE v/d