Customer support specialist providing consultative service across various channels for agricultural clients. Handling client engagement and problem resolution in the digital agriculture journey.
About the role
- Digital Banking Product Specialist managing digital banking platforms for consumer and business banking. Collaborating with vendors and internal teams to optimize user experiences and product performance.
Responsibilities
- responsible for the day-to-day administration of the bank’s digital banking platforms, including the bank’s consumer and small business online & mobile banking platform and deposit account onboarding platform
- report to the VP, Digital Banking Manager, and will eventually report to the Digital Banking Supervisor
- work closely with external vendors, core systems, operations, marketing, and internal subject matter experts (SMEs), to execute digital platform product strategy
- assist in measuring product performance and report on digital adoption
- second-line support for the online/mobile banking platform and digital account opening platform
- administration of the digital platforms, and ticket/error resolutions for the digital platforms
- act as product specialist of the onboarding platform including relationship management of associated vendors
- become an expert on product capabilities with ability to answer questions and inform strategies.
- Create and track product/service issues, escalate as appropriate and manage through to resolution.
- Partner with operations, marketing, and compliance to create, test and implement new products and incentive programs on the platform.
- Develops and maintains project plans to drive results on new project initiatives.
- Partner with BSA, Fraud, Retail Administration, and Retail teams to develop onboarding review process and provide procedural oversight.
- Engagement with Digital Banking Strategy and key vendors to develop and maintain product roadmaps and prioritize focus on the highest impact work for customers and stakeholders.
- Provide recommendations for platform optimization and implement improvements.
- Be the voice of the user. Understand user needs, identify the problem, and market opportunity, ideate solutions, prototype, and validate hypotheses.
- Define, track, and realize key performance metrics and report on a weekly, monthly, quarterly, and annual basis.
- Identify opportunities for automation and partner with Enterprise Applications and Analytics team to create synergies with internal reporting platforms.
- Engagement with vendors to determine benchmarking metrics and analysis of performance against peers.
- Evangelize your products to internal stakeholders and clients. Create documentation to support platform and products and partner with learning & development team to education organization.
- Be an agent of change. Explore new approaches, methodologies, and technologies in an ever evolving and changing industry.
Requirements
- Bachelor's Degree or equivalent related experience in banking operations, online/mobile banking administration or similar
- 2+ years of product management experience and/or digital banking functions in banking/financial services
- Experience in creating product documentation and internal knowledge base articles
- Experience in creating internal training videos and guides
- Prior experience in managing seamless end-to-end, digital onboarding experiences and exposure to key elements of onboarding, such as KYC/KYB, and IDV
- Strong analytical and strategic thinking skills with the ability to effectively communicate complex concepts
- A data-driven approach to decision making with an analytical mindset
- Experience in validating hypotheses, establishing guiding KPIs and OKRs, forecasting and monitoring product performance, and leveraging data for continuous improvement
- The ability to collaborate with developers and data engineers to define the technology infrastructure and data architecture necessary to deliver a breakthrough client-centric experience
- Prior experience with bank core systems (FIS IBS) preferred.
Benefits
- medical coverage
- dental
- vision
- disability
- 401k
- paid time off
- discretionary bonuses
- other benefit programs
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