Digital Solutions Specialist II Support and Implementation
Southern First Bank
Location: Greenville, South Carolina
Internal Number: DIGIT001176
Assist the Retail Team in all stages of the client onboarding process for Business Online Banking/Cash Management services including: leading sales/demo meetings with clients covering all digital platforms and services; providing advice on account setup/structuring; preparing account analysis/pricing proposals; executing commercial online banking agreements; completing administrative setup of all business products and services (ACH, Wires, Positive Pay, Autobooks, Loan Payments/Advances, Bill Pay, Transfers, Remote Deposit Capture, Lockbox, Data Aggregation Services, Mobile Banking, and more); training/educating clients on how to use the platforms and services; and providing ongoing support to clients with any questions or issues related to the platforms, products, and/or services.
Oversee all cash management functions for commercial clients. Maintain, monitor, and support the cash management program and all associated products and services.
Complete software installs on clients’ computers for Remote Deposit Capture (RDC) scanners. In some cases, physical installation of the scanner hardware at clients’ location may be required. Provide training to clients on proper use of the RDC software and hardware and review all policy, security procedures, and requirements for the RDC service.
Assist with training cash management clients during the setup/enrollment process and the continuing education of clients using cash management services to ensure compliance with policies, procedures, NACHA rules, and other regulatory requirements.
Assist clients as needed with the daily operation of the digital banking platforms and with the use of cash management services (ACH, Wires, Autobooks, Tokens, Positive Pay, Remote Deposit Capture, Lockbox etc.). Oversee and assist as needed with all transactional activity originated through Business Online Banking.
Work with Director of Digital Solutions to manage and report on income and expenses for all cash management functions.
Provide ongoing, in-depth support to both internal teammates and external clients on all digital banking platforms, products, and cash management services including third-party outsourced solutions. This includes supporting both platforms (online and mobile) and all associated products and services on those platforms. Digital banking services on the personal platforms to support currently include but will not be limited to Zelle, Bill Pay, Mobile Deposit, Internal/External Transfers, Card Controls, Manage Loans, Data Aggregation Services, Reporting, and more. Digital banking services for the business platforms to support currently include but will not be limited to ACH, Wires, Positive Pay (ACH & Check), Autobooks, Loan Payments/Advances, Bill Pay, Transfers, Remote Deposit Capture, Lockbox, Data Aggregation Services, Mobile Deposit, Reporting, and more.
Develop and maintain a strong working knowledge (administrative setup, use cases, capabilities, reporting, known issues/defects etc) of all digital banking products and services offered by the bank in order to provide the best solutions, support, and service to teammates and clients.
Provide real-time support to teammates and clients through multiple channels including direct phone calls, helpdesk tickets, online banking secure message center, live chat, etc.
Maintain an exceptional level of client service for all support queries and adhere to service management principles.
Troubleshoot reported issues related to digital platforms, products, or cash management services. Track known issues, escalate with management, and push for resolution with appropriate vendors/partners (i.e., FIS). Communicate resolutions to appropriate teammates and clients.
Collaborate with other departments (Compliance, Audit, IT, Deposit Operations, Loan Operations, etc.) to assist in the resolution and remediation of any findings or recommendations related to digital banking and cash management.
Stay updated on FIS/vendor alerts for digital banking platforms, products, and services. Provide updates to team members as issues are identified and resolutions are implemented.
Gather feedback from teammates and clients on all digital platforms, products, and cash management services and provide that feedback to the Director of Digital Solutions to help drive positive, product development.
Assist in the testing and implementation of product enhancements or changes to digital banking platforms, products, and cash management services.
Assist in creating new resources and maintaining existing content on the Digital Banking Solutions site, which is a knowledge center containing detailed information, videos, guides, FAQs, etc. on all available services in online and mobile banking as well as third-party, integrated solutions.
Assist in creating and maintaining training manuals, help guides, documentation, policies, procedures, and recurring education requirements for teammates and clients.
Review various quality control reports as assigned by the Director of Digital Solutions. This includes but is not limited to CIP exceptions, missing documentation, account ownerships, inactive users, operational reports, IOLTA, merchant services, etc. for our digital banking/cash management clients.
Assist the Digital Solutions team with special projects.
Adhere to high ethical standards and comply with all policies, procedures, regulations, and applicable laws.
Assist with training and operational duties as needed.
Complete other duties as assigned.
ADDITIONAL RESPONSIBILITIES OR DETAILS:
ESSENTIAL SKILLS, EDUCATION AND EXPERIENCE
Digital Solutions Specialist I
High school diploma or equivalent required
Complete understanding of Microsoft products such as Word, Excel, PowerPoint, and Outlook with specific strengths in Excel (file formatting options, data importing, functions)
Exceptional interpersonal communication skills and professionalism, able to represent the bank in a positive manner
Self-motivated individual with initiative to learn new things and take on additional challenges
Creative, analytical thinker driven to discover better ways of doing things along with new ideas and solutions to difficult problems
Strong organizational skills with a solid understanding of how to set priorities when balancing internal and external client demands and able to successfully handle multiple tasks
Strong process thinker with the ability and patience to teach others
Flexible work style and schedule that is energized by solving problems, enjoys challenges and thrives in an ever-changing work environment
High comfort level in dealing directly with clients
Willingness to visit client offices in person if necessary
Prior sales or customer service experience a plus
Knowledge of retail banking rules, regulations, policies, and procedures
Ability to maintain confidentiality and exhibit a high degree of integrity
Digital Solutions Specialist II
Associate’s Degree or Bachelor’s Degree in a business-related discipline preferred
2 – 5 years banking or digital banking/cash management experience
Subject matter expert within core position
Proficient in leading sales/demo calls
Digital Solutions Specialist III
Bachelor’s Degree in a business-related discipline preferred
5+ years banking or digital banking/cash management experience
Subject matter expert within core position, provides coaching
High level of proficiency in all functions of supporting and implementing digital banking solutions and cash management services
May include additional travel requirements for meeting with clients and training teammates
At Southern First, we believe banking is about people, and we’re making a difference one client and one banker at a time. Rooted in service and family, our core values make up the foundation of our company and the way we do business. Those values include serving others, cherishing our family culture, competing with a passion for winning, celebrating our victories, and enjoying the journey along the way. Every day, our team proudly carries out our mission of impacting lives in the communities we serve.
Headquartered in beautiful Greenville, SC, Southern First is locally owned and led with $2.6 billion in assets and 260 associates across eight growing Southeastern markets in three states. Our relationship-first approach to banking is backed by our commitment to investing in easy-to-use technology, giving our clients all of the tools they need to easily manage their finances whenever, wherever.
If you are passionate about impacting lives in our community and building long-lasting client relationships, we’d love for you to join our team. Our purpose is to enable dreams, earn trust, and exceed expectations.