Job Description

NOTE: This is a Hybrid position located in Westborough, MA. The job will require on?site training and 3 days on?site work.

Overview

The Online Banking Specialist is a key role, as the online banking system is classified as critical functionality. The specialist requires in?depth knowledge of the online banking system and completes several essential tasks. The role requires working in a fast?paced environment while providing exceptional customer service through direct contact and administrative activities. Focus on understanding and explaining various digital banking products, identifying customer needs, and recommending appropriate solutions. Highly proficient in resolving complex system and customer issues. Serves as a subject matter expert providing internal support throughout the bank and performs any functions within scope of authority and expertise to deliver the highest level of service and responsiveness to customers and co?workers.

Responsibilities

• Effectively communicate and assist internal and external customers in a professional manner, identify their needs, provide information, and resolve advanced consumer and business online banking issues via telephone and electronic means in a fast?paced environment that requires accuracy, multi?tasking, and strong attention to detail.
• Process all tasks related to business online banking enrollments and modifications. Review forms for completeness and validate the requestors authority by reviewing supporting documentation. Accurately perform system maintenance ensuring appropriate access to accounts and features.
• Process all tasks related to deposit account applications submitted via the online account opening system. Review submitted applications for completeness, successful completion of identity validation, and ensure all bank?required qualifications are met. Perform any additional system maintenance and fulfill requests for related services. Provide timely follow?up of incomplete applications.
• Review daily reports relating to customer online banking activity to identify and prevent fraudulent activity and unauthorized access.
• Validate reported system issues and report confirmed issues in a timely manner to ensure resources are assigned and to minimize negative customer impact.
• Manage time and priorities effectively, while being mindful of tasks assigned to teammates and availability of resources, to meet department SLAs.
• Maintain effective knowledge of the banks online banking system to serve as a subject matter expert.
• Navigate multiple computer applications while simultaneously interacting with customers and/or completing administrative activities.
• Meet stated expectations for all call?related statistics including, but not limited to, answer rate, call monitors and wrap?up codes.
• Protect customer information by following department and bank information?security policies and procedures. Comply with all applicable regulatory, bank, and department practices and procedures.
• Identify and report confirmed or suspected fraud occurrences. Maintain awareness of fraud?engineering threats and ways to protect customers and the bank.
• Adhere to all bank and department standards including but not limited to the Online Banking Department Employee Standards and Remote Work Standards.
• Refer sales opportunities to other departments or bank affiliates in support of established objectives.
• Represent the bank through active participation in community and industry organizations and events and promote the business interest of the bank.
• Demonstrate an understanding of the multiple ways customers utilize online and mobile technology to meet their banking needs. This includes familiarity with various internet browsers, operating systems, settings, and devices.
• Perform related and unrelated duties as may be required.

Requirements

Education

• High School Diploma is required.
• Some college.

Work Experience

• 1?2 years experience in customer service, preferably in banking or financial services is required.

Additional Requirements

• Must possess working knowledge of internet browsers, operating systems, and MS Office and experience providing systems or software support.
• Proficiency with navigating multiple monitors, browser sessions, and applications simultaneously.
• Must be self?motivated and work well in a team. Ability to be successful in a fast?paced environment, have appropriate sense of urgency, and commitment to provide high level of customer service.
• Must possess effective oral and written communication skills and demonstrate organizational skills.
• Must use available resources and critical?thinking skills to solve problems.
• Strong attention to detail is required.

EEO Statement

Middlesex Savings Bank is an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

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