Digital Banking Administrator

Description

River Run is a shared services organization that supports banking affiliates, Newburyport Bank, Pentucket Bank and Rollstone Bank & Trust.   

The Digital Banking Administrator manages user onboarding, digital banking services, business user administration, and reporting while resolving complex system and customer issues as a subject matter expert. This role ensures a high-quality user experience and supports operational efficiency across consumer and business digital banking platforms. 

There is flexibility for this position to be based out of either of our operations centers in Newburyport, MA or Fitchburg, MA.

Requirements

Customer Support:

• Serve as the primary, as well as escalation point of contact for customer inquiries related to digital banking services, including online banking, mobile banking, and other electronic channels.
• Provide prompt, accurate, and professional assistance to customers via phone, email, chat, and other digital communication channels.
• Troubleshoot and resolve complex technical issues customers may encounter while using digital banking platforms.
• Escalate extreme issues to appropriate technical teams or departments as needed.

Digital Banking Education:

• Educate customers on the features, benefits, and functionality of the bank's digital banking products and services.
• Guide customers through online and mobile banking processes, such as account setup, bill payment, and fund transfers.
• Develop and maintain a strong understanding of the bank's digital banking offerings and stay up-to-date on new features and enhancements.
• Create and update customer support materials, including FAQs, tutorials, and online help resources.

Operational Support:

• Review vendor notifications regarding updates/changes to both consumer and business technologies.
• Assist in the configuration, testing, and implementation of new digital banking features, upgrades, and integrations.
• Monitor system performance and user activity to proactively identify trends, risks, and opportunities for improvement.
• Provide guidance and mentorship to level 1 specialists.
• Develop and maintain procedures and training materials for digital banking systems.
• Support fraud mitigation efforts by identifying suspicious digital activity and escalating concerns appropriately.
• Assist with the daily operations of the digital banking department, ensuring efficient and accurate service delivery.
• Document customer interactions and maintain accurate records of support requests and resolutions.
• Identify trends in customer inquiries and feedback to recommend process improvements or system enhancements.
• Collaborate with other departments, such as IT and operations, to resolve technical issues and improve the overall digital banking experience.

Compliance and Security:

• Adhere to all bank policies, procedures, and regulatory requirements related to digital banking services.
• Maintain customer confidentiality and protect sensitive information in accordance with privacy policies.
• Educate customers on security best practices for online and mobile banking, such as password management and fraud prevention.
• Report any suspected fraudulent activity or security breaches to appropriate personnel.

River Run Services, LLC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, sexual orientation, marital status, religion, age, disability, gender identity, results of genetic testing or service in the military.

If you are an individual with a disability and require a reasonable accommodation to complete the application process, you may contact Human Resources at hr@riverrun.com or call 978-462-3136.

The salary range represents an estimate based on market data for this position. Final compensation decisions are made based on experience, skills, and internal equity to ensure fairness and consistency across our organization.