Digital Banking Support Specialist - Hybrid (Omaha/DSM/Dallas)
: Job Details :

Job DescriptionJob Description

ABOUT COMPANY

Established in 1964 in Omaha, Nebraska, our family-owned financial institution's vision is to be the best in class in meeting the evolving financial needs of our customers. Our extensive history and family-owned legacy give us a deep and genuine understanding of how to serve and treat our customers. We offer a holistic financial approach with solutions for personal, business and wealth in three markets: Iowa, Nebraska and Texas.

As a community bank, we value long-term partnerships built on trust and integrity. As an employer, we take pride in building meaningful relationships and celebrating the unique that define each team member; it's what makes us a stronger unit. It's one of the many reasons why creating a strong culture of empowerment, support, and opportunity is an ongoing focus.

JOB SUMMARY

This position is responsible for the maintenance, support and issue resolution on the digital banking platform (the platform). In addition, this position provides escalated assistance to internal teams, maintains daily batch files and overnight updates, and ensures optimal uptime for customers in coordination with the Digital Banking Analyst.

ESSENTIAL FUNCTIONS

Platform Maintenance (50%)

• Coordinates with business units when there are platform maintenance windows and platform enhancements to deploy.
• Tests platform upgrades and maintenance updates prior to release to customers.
• Uses platform tools to ensure security of customer information and deter fraud.
• Gathers daily reports and batch files to run group mover for new customers.
• Utilizes platforms such as Q2 Marketplace, Q2 Smart for reporting and enhanced customer experience.
• Works on minor implementations with the Digital Banking Team.

Platform Support (40%)

• Supports, troubleshoots and escalates issues related to Q2, Fiserv and other 3rd party vendors.
• Supports Call Center and Small Business Unit customer issues related to digital banking.
• Assists small business customer onboarding.
• Creates, updates and maintains guides and videos for customer support through Q2 Discover and Q2 Smart.
• Communicates system issues to impacted business units.
• Creates, updates and maintains procedures and processes for digital banking.
• Troubleshoots and assists with customer complaints for digital banking.

Drive Adoption (10%)

• Provides education to Operations, Branch Delivery, Relationship Managers, and Customer Care Center, including third party support (LSI).
• Communicates issues with Branch Delivery and Customer Care Center Teams.
• Partners with Marketing to educate customers on features and services.

Performs other duties as required and assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Working knowledge of digital banking, banking technology and banking operations (process, procedure, reporting, and controls).
• Knowledge and interest of emerging mobile/digital technology trends
• Ability to switch between tasks in an efficient manner.
• Ability to communicate technical concepts clearly to various stakeholders.
• Strong customer service and consistent focus on the end user.
• Critical thinking, organizational and problem-solving skills.
• Skills in MS Office suite.
• Ability to complete the required training by assigned due date.
• Ability to maintain regular and reliable attendance.

EDUCATION*

• Minimum of a Bachelor's degree in business, finance, technology, or marketing required.

EXPERIENCE*

• Minimum of 1-2 years of experience in banking required.
• Minimum of 1-2 years in digital banking or banking technology required.
• Q2 digital banking knowledge desired.
• Knowledge of Fiserv core banking experienced desired.

*Equivalent education and experience will be considered.

PHYSICAL REQUIREMENTS

While performing the duties of this job, the employee is frequently required to stand; use hands to type, handle cash or objects; reach with hands and arms; and talk or hear. The employee occasionally is required to walk. Specific vision abilities required by this job include close vision.

WORKING CONDITIONS

This job operates in a professional office environment with normal office working conditions. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, etc. Occasionally may work weekends during implementations or during maintenance.

AFFIRMATIVE ACTION Established in 1964 in Omaha, Nebraska, our family-owned financial institution's vision is to be the best in class in meeting the evolving financial needs of our customers. Our extensive history and family-owned legacy give us a deep and genuine understanding of how to serve and treat our customers. We offer a holistic financial approach with solutions for personal, business and wealth in three markets: Iowa, Nebraska and Texas.