Digital Banking Specialist I

Overview:

The Digital Banking Specialist I is responsible for supporting Tompkins Electronic Payments and Digital Banking solutions. This role provides Tier II support and troubleshooting for retail and business digital banking platforms and cash management solutions. The specialist will onboard new customers, maintain existing accounts, and research complex issues, escalating to the Digital Banking Supervisor or third-party technology partners when necessary.

Responsibilities:

• Maintain comprehensive knowledge of digital banking platforms, Treasury Management services, and Core Banking Systems.
• Respond promptly to customer inquiries via phone, email, secure messages, and chat, ensuring adherence to service level agreements (SLAs).
• Assist with the testing, implementation, and maintenance of new features and enhancements.
• Support digital banking initiatives to achieve account growth, service quality, and profitability objectives.
• Collaborate with internal departments to report and discuss system issues and product enhancement requests.
• Track and resolve client issues related to supported solutions.
• Respond to audit inquiries, ensure compliance, and assist with audit preparation.
• Manage inventory and fulfill orders for remote deposit scanners.

Onboarding Activities:

• Handle incoming calls, emails, secure messages, and chats to fulfill servicing and maintenance requests.
• Process and verify digital banking account applications and maintain existing accounts in accordance with department policies and procedures.
• Set up new Cash Management customers and ensure timely handling of set-up requests while adhering to departmental procedures and guidelines.

Support Activities:

• Possess a strong understanding of all Tompkins Digital Banking and Cash Management solutions.
• Respond to customer inquiries and resolve escalated issues related to digital banking and cash management solutions.
• Communicate the features and benefits of digital banking solutions to current and prospective customers.
• Research and resolve ACH and Wire support questions and issues for internal and external customers.

Qualifications:

• High school diploma or equivalent. Associate’s degree preferred.
• Minimum of 1 year of banking experience.
• Prior customer service experience.
• Acute attention to detail and ability to prioritize in a fast-paced environment.
• Proficiency in computer programs and basic accounting skills.
• Exceptional interpersonal skills and an analytical mindset.
• Experience with wire transfers, ACH, or direct deposit services preferred.

Benefits:

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

EEO Statement:

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law.

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Pay Range: USD $19.50 - USD $21.50 /Hr.