Digital Banking Services Representative I

Hybrid/Garden City, NY Salary Range: $55,000 - $65,000 The Digital Banking Services Representative I supports Apple Bank’s Retail and Business Online Banking operations, including bill payment functions. The Representative supports our Customer Line staff via the call center, as well as the Bank’s branch network staff through the Help Desk function for assisting customer with their issues on all aspects related to online banking. The incumbent responds to customer communications received through our online banking channel as well as the Bank's general customer facing email address and fields calls for Help Desk and VISA support, in order to reduce high-volume queues during times of peak demand. Additionally, this position is responsible for troubleshooting digital banking issues and identifying and opening tickets with our vendor and logging the complaints accordingly. ESSENTIAL DUTIES & RESPONSIBILITIES Support all phases of Retail and Business Online Banking (BOB) procedures. Support Bill Pay processes, including supporting service calls, managing fraud, and responding to exceptions. Resolve items that are referred to the team through the general service request queue. Assist contact center by handling calls as a Customer Line agent during peak call times or as needed. Assist Help Desk and Visa support queues in providing support to Bank employees. Serve as backup for other fraud and risk management responsibilities, including mobile check deposit review, Visa support and Bank risk report review. Troubleshoot customer issues related to digital technologies and log complaints as needed. Support product implementation installs as needed (evening/weekend/off hours). Perform other duties as requested. SKILLS, EDUCATION, & EXPERIENCE Bachelor’s degree in a relevant field, or commensurate work experience will be considered in lieu of educational background. 2+ years of experience in financial services or digital banking; project coordination experience a plus Experience with banking products, account opening processes and CIP/compliance requirements preferred Vast knowledge of digital and mobile devices, operating systems, and browser configurations. Knowledge of digital banking platforms and money movement services (BillPay, P2P, A2A) Digitally savvy and current on the latest devices, browsers, and operating systems. Ability to manage multiple competing priorities with effective prioritization and eye for detail Assume full accountability for result, serve as product expert, and leverage all resources available to achieve objectives. Excellent interpersonal and communication (verbal + written) skills. Requires ability to be innovative and resourceful in collaborating on solutions. Dedication to delivery of quality products and outstanding customer experiences. Detail oriented, persistent and manages to timelines and product performance. Must be willing to learn techniques, programming languages and design patterns as needed. Visa sponsorship not available. We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes. Since 1863, Apple Bank has been a stable banking presence in New York City and its surrounding communities. We seek to put the best interests of our customers first and to manage our company prudently and responsibly. When you join the Apple Bank team, you’ll be working with a group of dedicated and talented professionals focused on delivery of an outstanding customer experience. For more than 160 years, Apple Bank has been invested in our customers and communities, striving always to put their best interests first. Along the way, our employees have been the key to our success. Whether you’re just beginning, continuing or changing your career, Apple Bank offers a range of career opportunities. We’ll support you in developing your potential to the fullest, while you contribute to our growth and success. Apple Bank’s employment policy is to provide equal opportunity to all persons. We have made a commitment to equal employment opportunity through a positive and continuing affirmative action program. No employee or applicant for employment will be discriminated against because of race, color, citizenship status, religion, sex, sexual orientation, creed, national origin, age, physical or mental disability, veteran status, political affiliation, domestic violence victim status, predisposing genetic characteristic, or any other Federal or State legally-protected classes. Apple Bank will make reasonable accommodations for known physical or mental limitations of otherwise qualified employees and applicants with disabilities unless the accommodation would impose an undue hardship on the operation of our business. If you are interested in applying for an employment opportunity and feel you need a reasonable accommodation pursuant to the ADA, please contact us at [email protected]. EEO is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf EEO is the Law Supplement: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf The Pay Transparency Notice: https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf Know Your Rights: https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights.pdf

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