189 - Digital Banking Support - Digital Banker

189 - Digital Banking Support - Digital Banker
First United Bank, Operations Center, 12892 Garrett Highway, Oakland, Maryland, United States of America Req #827
Monday, January 27, 2025

For more than a century, First United has served the financial needs of our personal and business
customers throughout Maryland, West Virginia, Virginia and Pennsylvania. We care about our communities,
seek to understand what drives our customers and create customized solutions to meet their needs.
Our mission is to enrich the lives of our customers, coworkers and shareholders through an
unparalleled commitment to the client experience and passionate involvement in the community.

Job Reporting Relationships

Supervised by: Director of Digital Banking Support

Supervises: None

Basic Qualifications

Education/Training: A high school diploma or equivalent; Associate degree in related field preferred; obtain and maintain appropriate Bank Product Knowledge Certification.

Skill(s): Proficient reading, writing, grammar, and mathematics skills; proficient interpersonal relations and communicative skills; analytical skills and understanding of financial accounting and interpreting spreadsheet data; proficient PC skills; visual and auditory skills; excellent customer service skills.

Experience: A minimum of five (5) years' experience in related positions normally required.

General Responsibilities

Responsible for performing a variety of duties to support the Digital Banking and Treasury Management function; coordinating work within the department, as well as with other departments; reporting pertinent information to the immediate supervisor; responding to inquiries or requests for information; provide technical guidance and training to Treasury Management Sales & Customer Care Center.

Essential Duties
• Performs a variety of administrative and operational duties to Digital Banking function of which the following are illustrative:
• Implementation, enhancement and support of digital banking products and services. Assisting with testing of new products/enhancements/releases.
• Develop procedures and assist with policies on all Digital products. Responsible for adhering to bank policy and regulations related to digital banking.
• Assist with training of new products for staff.
• Trouble-shooting all Digital products, online banking service issues, working with retail staff to assist customers with issues.
• Consumer Mobile Deposits- Monitor and approve pending deposits and maintain setting within system.
• Business Direct Link Merchant Deposits- New setup and maintenance, trouble shoot with FIS as needed, Deposit and Risk Monitoring daily, Scanner Maintenance.
• Process business internet banking customer wire transfers via the TM BeB system.
• Manage P2P systems including, but not limited to (Zelle) resolving customer issues.
• Review daily, weekly monthly and quarterly reports in online banking admin tool.
• Facilitate bill payment system changes and balancing of the GL account.
• Ensure proper changes are made to the Geo mapping on the online services.
• Open and monitor digital support cases via client portal for digital products including but not limited to Online Banking, Bill Pay, Remote Deposit Capture, P2P (Zelle), Token Provisioning mobile wallet (ApplePay, Samsung Pay Android Pay).
• Facilitate digital cleanup of unused digital products and services.
• Responsible for Visual Archive CD product setup, maintenance and review.
• Performs a variety of administrative and operational duties to support the Treasury Management function of which the following are illustrative:
• Communicates benefits and features, answers all questions, coordinates and assists with installation of the services when needed, and follows up periodically to assure satisfaction.
• Assists Customer Care Center, Branches and Treasury Management Sales associates via phone or email. If necessary, assist customers in conjunction with Customer Care Center with escalated issues regarding Treasury Management via conference call.
• Establish Treasury Management customers on various systems in conjunction with documentation provided by Retail/Treasury Management Sales associates. Including, but not limited to the following services and functions offered and supported through Treasury Management.
• Customer Electronic Banking (CEB)/Bill Payment
• Deposit Anytime (RDC)/Mobile Deposit
• Electronic Banking Products - i.e.Mobile Banking, Apple Pay, Android Pay, Samsung Pay, Zelle or DQP Payments
• Visual Archive CD
• Serves as a backup to all other Treasury Management systems operations.
• Monitor electronic banking applications as specified in procedures
• Performs maintenance at customer request and/or on services to ensure systems are adequately maintained.
• Administers any upgrades or changes to the Treasury Management System and Digital Banking Channels.
• Assists with the development and implementation of any new Treasury Management and Digital Banking products.
• Attends training sessions for new products and any enhancements to the current product offering.
• Assists with training of bank personnel as needed.
• Maintains a professional, accurate relationship with Treasury Management customers.
• Performs other related duties as assigned.
• Maintain and create if necessary procedures for all Treasury Management and Digital Banking products.
• 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.
• Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the work place.
• Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the Bank's compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Bank Secrecy Act (BSA), Equal Credit Opportunity Act, etc.
• Reports pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate bank personnel.
• Responds to inquiries relating to his/her particular area, or to requests from customers, other bank personnel, etc., within given time frames and within established policy in a professional manner.

Ancillary Duties
• Performs tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Job Location

Operations Center

Equipment/Machines
• Telephone
• PC/Computer keyboard
• Multi-function Printer
• Calculator

Full Time Employment Benefits: Fulltime hourly-paid employees will be provided 12-days of Paid Time Off (PTO), that is accrued 1-day for each month worked. After the completion of 90-days of employment accrued PTO can be used for any purpose including being paid for absences or vacation time. At the end of the first year of employment, any unused PTO will be converted to the employee's sick time accrual. Sick time will begin accruing effective on the employees first year anniversary up to 120 days. At that point, PTO is no longer available; and any paid absence will be eligible under the sick, vacation, personal and family sick pay policy. After one year of service the employee is eligible for their annual vacation benefit.

Salaried-paid employees are not eligible for PTO and accrue paid sick days at 1-day per month; and any vacation time that has been approved for the 1st year of employment.

12 paid holidays, 2 Personal days, 2 Family Sick days, 2 Volunteer Days after completion of 90 days of employment. Eligible for Health Care, Dental and Vision (single and family) the first of the month following 30 days of full-time employment. 401(k) eligible on the first day of the month following 30 days of employment with employer match available. Company Wellness Program. Company Stock program available after 1 year of employment. Annual Performance Reviews completed, and salary increase amount given based on individual performance.

This position is an hourly position eligible for overtime.

Hourly Range

Minimum: $15.00

Maximum: $28.87

First United Bank & Trust is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. First United Bank & Trust is a drug-free workplace.

Other details
• Pay Type Hourly
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