Digital Banking Service Representative

This is a fully remote position, open to applicants in Arizona, +12 more states.

📋 Description

• Deliver exceptional customer service to MVB clients and internal stakeholders regarding consumer and business online banking products and services.

• Execute daily administrative tasks, including building and coding online banking profiles according to procedures and client agreements, monitoring daily reports, and enrolling or updating business products and services (such as ACH, wire, Remote Deposit Capture, bill pay, positive pay, and eStatements).

• Facilitate the installation and training of new Remote Deposit Capture and Positive Pay clients.

• Assist Retail, Commercial, and Treasury colleagues with sales presentations for online banking and RDC products.

• Provide individual end-user support for tier two issue resolution related to consumer and business products and services via phone, email, or chat.

• Support mRDC, mobile banking, and bill pay services.

• Assist in testing and implementing changes related to business online banking features (including ACH, wires, positive pay, etc.).

• Identify issues and potential problems, taking necessary steps to resolve or escalate them.

• Regularly provide enhancement recommendations or efficiencies.

• Continuously offer training support for internal teammates and other lines of business.

• Serve as backup support for other departmental roles.

• Operate with minimal supervision.

⛳️ Requirements

• Associate's or Bachelor's degree is preferred.

• A minimum of 4 years of relevant experience in the financial services industry is preferred.

• Prior experience working with consumer and business online banking products is preferred.

• Experience in direct customer service, including in-person, phone, email, and/or chat, is preferred.

• Basic understanding of relevant state and federal banking compliance regulations and bank operation policies.

• Familiarity with Jack Henry and Q2 products is preferred.

• Willingness to work flexible non-traditional banking hours, if requested.

• Strong time management abilities with a knack for prioritizing tasks.

• Proficient in MS Office Suite and Outlook.

• Excellent oral, written, and interpersonal communication skills, with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and communicate clearly with customers and teammates.

• Capacity to thrive in a fast-paced environment with minimal supervision.

• Ability to manage complex problems involving various facets and variables in non-standardized situations.

• Aptitude for learning, comprehending, and defining new systems and processes.

• Skill in understanding and analyzing substantial amounts of data.

🏝️ Benefits

• Medical, Dental, and Vision Insurance.

• Health Savings Account (HSA), Health Reimbursement Account (HRA), & Flexible Spending Accounts (FSA).

• Short- and Long-Term Disability Plan.

• Group Life Insurance.

• 401K Salary Deferral Plan.

• Wellness Program.

• Education & Tuition Expense Reimbursement.

• PTO and Unique Vacation Purchase Program.

• Nationwide Pet Insurance Coverage.