An Overview of the Role of a Digital Banking Representative
As we embark on an era where digital technology is increasingly transforming the financial sector, the role of a Digital Banking Representative has become more critical than ever. This role serves as the primary point of contact for customers engaging with digital banking platforms. The digital banking representative is tasked with providing exceptional service, resolving issues related to digital banking, and educating customers on the effective use of online and mobile banking tools. As a tech-savvy, customer-focused, and passionate professional, they are committed to delivering a seamless digital experience.
Responsibilities of a Digital Banking Representative
At the core of a digital banking representative’s role is the responsibility to support customers using the bank’s online banking, mobile apps, and other digital services. In this crucial role, they troubleshoot and resolve issues related to online account access, transactions, and digital tools.
One of the key areas of focus is guiding clients, both consumer and small business, through digital onboarding. The representative educates them on the features and benefits of the bank’s digital banking solutions. Their duty also extends to monitoring and responding to digital inquiries via chat, email, and secure messaging platforms.
Collaboration with internal teams to escalate and resolve complex technical issues is an integral part of the role. Staying current with digital banking trends, updates, and security protocols is also expected from a digital banking representative. They also maintain accurate records of customer interactions and resolutions, and review and process Mobile Deposit including Business Remote Deposits.
Qualifications Required for a Digital Banking Representative
To fit into this role, certain qualifications and skills are required. A high school diploma or equivalent is a must. Candidates are expected to have a minimum of 6 months of related experience, preferably in financial services. Proficiency in Microsoft Office is required, and knowledge of online and mobile banking products and services is strongly preferred.
Excellent written and verbal communication skills are crucial for this role, as much of the work involves interacting with customers and internal teams. Excellent customer service skills are also a prerequisite for this role.
Working Conditions and Compensation
The physical demands described for this role are representative of those that must be met by the employee to successfully perform the essential functions of the job. Regular attendance and punctuality are essential functions of every job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions.
The tasks typically performed by a digital banking representative include typing, taking notes, reading/reviewing, computer work, filing, copying, answering phones, etc. that may require the employee to view, stand, stoop, kneel, or crouch and lift.
The successful candidate will be required to prove on the first day of work that they are legally authorized to work in the U.S. The Bank will not sponsor a candidate for a visa or for work authorization. The compensation for the role ranges from $45,000 to $65,000 annually.
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