Job Description
Division: Retail Banking
Department: Customer Support Center
Reports to: VP, Contact Center Operations
Status: Non-Exempt
Grade: 8
Salary Range: $21.55 - $41.65
Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.
Location: Hybrid - in office requirements at one of the following hubs: Pittsfield, MA / Springfield, MA / Worcester, MA / Willimantic, CT / Albany, NY
Purpose/Objective
Responsible for a full range of activities which ensure effective system processing and operations of digital banking applications, products and services. Participates in digital banking project efforts including software releases and testing, documentation, onboarding of new FinTech’s and/or third parties within the digital banking platforms, and bank mergers. Provides support for business issues and makes recommendations that will positively impact operational effectiveness and customer experience.
Key Accountabilities
• Demonstrates outstanding communication skills to resolve issues as they arise to meet user needs. Oversees client issue and resolution efforts including trending of reported issues, time to resolve, root cause analysis, etc. Manages, standardizes and improves reporting solutions by examining existing data, determining origin and characteristics, documenting and presenting suggestions for improvement and implementing approved suggestions. Escalates issues/opportunities as needed to get results. 35%
• Serves as subject matter expert for digital banking platforms including personal/small business online banking, business online banking, mobile banking and bill pay. Understands and documents the flow of information between software applications. Performs analysis of data, takes proactive approach to decrease customer friction and increase internal knowledge of platform functions and capabilities. 30%
• Supports digital banking initiatives through testing, research and vendor communications. Works closely with Branch Operations, Support Center management and Digital IT partners to refine/develop procedures and ensure appropriate oversight and internal communication. Provides insight to Retail teams on the function of the platform(s) and ways to drive digital customer traffic. Provides input on the overall continued growth of this channel and suitably communicates successes and challenges. 15%
• Participates in the expansion of the Bank’s digital initiatives including the flow of data between applications, accuracy, and automation. Assists Operations with future digital project initiatives and stays informed of enhancements available. Works closely with IT Customer Experience team as well as Support Center Omni-Channel Specialist and other business subject matter experts in vetting/implementing software-related requests. 20%
• Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.
Education
• Associate degree or equivalent work experience
Experience
• Minimum 3 years’ project experience
• Experience with Microsoft Office, Windows-based PC products and reporting software
Skills & Knowledge
• Proven track record of managing multiple priorities, follow-through on projects and meet deadlines
• Strong background in developing metrics and benchmarks
• Strong analytical and critical thinking abilities to make timely decisions while functioning in a fast-paced changing work environment
• Ability to interface with all levels of staff, vendors and customers
• Ability to work independently and productively in a remote work environment
• Predominantly remote position within Bank’s footprint with ability to visit offices or interact offsite as needed
• Flexible work schedule between standard hours of 7am-7pm, expectation to virtually attend meetings as needed between 8am-5pm
Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, ****** orientation, gender identity or national origin.
