Digital Banking Associate

The Digital Banking Associate provides daily phone and email support to both internal and external customers for all the Banks digital banking products and services. Additionally, this role handles various reporting and maintenance activities related to digital banking.\ ESSENTIAL DUTIES AND RESPONSIBILITIES\ Bank Operations & Customer Experience\ - Handle incoming phone calls from both internal and external customers.\ - Research and respond to digital banking related messages, inquiries, and issues from internal and external customers.\ - Review and process new digital banking enrollments and online deposit account requests.\ - Review and process maintenance requests for existing online banking enrollments.\ - Monitor and review digital banking related reporting, such as online banking, bill payment, online account opening, and mobile app reports.\ - Participate in hands-on processing for the Banks ACH digital banking customers.\ Business Development\ - Actively listen to customers to identify sales and referral opportunities; engage with customers and initiate introductions to appropriate Bank personnel for more complex matters and follow up as necessary.\ - Utilize and promote usage of CRM (Salesforce) to create cases, referrals, collaboration across departments.\ Professional Development\ - Strive to maintain an inclusive team environment.\ - Learn and maintain knowledge of Bank products and services.\ - Willingness to expand digital banking platform knowledge utilizing the Q2 eLearning module\ Please note this job description is not designed to cover a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change over time.\ REQUIREMENTS\ - High school diploma or equivalent preferred\ - At least 1 year of Retail banking experience, including strong DNA knowledge and account opening procedures.\ - Working knowledge of online and mobile banking platform (Q2), as well as digital banking products and services offered\ - Working knowledge of Salesforce platform with willingness to learn advanced features and functionality.\ - Willingness and aptitude to learn new systems as required to support Bank growth and expansion of services.\ - Ability to troubleshoot basic computer and internet browser functionality issues; knowledge of Apple, Android products preferred.\ - Experience using Microsoft Office applications, as well as Adobe Acrobat software.\ - Strong verbal and written communication skills\ - Customer focused with the ability to build and maintain relationships.\ - Detail-oriented with strong organizational skills; able to work efficiently, multi-task, and prioritize time sensitive tasks throughout the day.\ - Team player with willingness to learn additional tasks and adapt to change.\ - Must be willing and able to report to Headquarters in Tewksbury five full days a week