Digital Banking Specialist - Journey Bank

Digital Banking Specialist

Are you looking for a career with a purpose in your local community? By working at your community bank, you will find a sense of purpose in your everyday job. At Journey Bank we strive to assist, all members of our community, on their financial journey. Journey Bank is a strong, independent community bank with 22 locations and 290 employees. We are seeking a full-time Digital Banking Specialist to join our team and work on-site at our Call Center in Lightstreet, PA.

The Digital Banking Specialist is the point of contact for all debit cards, electronic and telephone banking. They assist customers in an efficient and professional manner. They determine the purpose and need of customer contact, answer inquiries and resolve problems related to account maintenance and banking services, recommend appropriate products and transfer the caller to other personnel if needed.

Essential Responsibilities:

Performs a variety of duties to support e-Banking & Customer Support function, such as:

1. Strive for a "first call" resolution by assisting customers completely with phone and electronic inquires.
2. Develop and maintain thorough knowledge of bank products and services and the policies and procedures for each. This includes, but is not limited to, deposit accounts, online banking, mobile banking, bill pay, and debit cards.
3. Register for and utilize all consumer electronic banking products personally in order to better assist customers who inquire.
4. Develop and maintain thorough knowledge of all bank software applications and be able to quickly access information from multiple programs.
5. Exhibit courtesy, poise, self-confidence and professionalism in manner, speech, and performance of duties.
6. Maintain a professional demeanor when dealing with a difficult customer or situation and know when to escalate the problem to a supervisor.
7. Retrieve and respond to all after-hours inquiries.
8. Complete account research at customer's request.
9. Remain versed on all marketing initiatives and any communication distributed to FCBT customers.
10. Participate in product promotions, sales initiatives, or customer satisfaction surveys.
11. Provides assistance, information and support to coworkers.

Requirements: The selected candidate must have the following skills:

• A minimum of high school diploma or equivalent.
• One year experience as bank teller, customer service, or call center environment preferred.
• Excellent verbal communication, including strong grammar and vocabulary skills; excellent active listening skills. Ability to deal with conflict and maintain composure. Proficiency using personal computer and all bank software applications. Ability to take ownership of customer inquiries as well as initiative to build an expert-level knowledge of bank products and procedures.

Cooperates with, participates in, and promotes the adherence to all internal policies, procedures, and practices in support of risk management and overall safety, soundness, and compliance with all regulatory requirements. This includes annual Bank Secrecy Act (BSA) training and complying with all BSA rules and regulations as the pertain to the job position within the Bank.

Coordinates specific work tasks with other personnel within the department as well as with other departments in order to ensure the smooth and efficient flow of information.

Hours: Monday-Friday, 37.5 hours per week, flexible to work additional hours as needed.

Benefits: A competitive compensation and excellent benefit package, 401(k), paid holidays, and vacation time

Equal Opportunity Employer of women, minorities, protected veterans, and individuals with disabilities.