Digital Banking Specialist

American Bank; Bozeman (MT); Hybrid; USD 52,000 - 68,000; Full time

Benefits offered by this job

Health Insurance

401k match

Paid time off

On-the-job training

Education opportunities

Volunteer time off

Employee discounts

Job summary

American Bank in Bozeman, MT is seeking a Digital Banking Specialist to join our team and support Online Banking, Mobile Banking, and AB Office services including ACH Origination, Wire Transfers, Positive Pay, and Remote Deposit Capture.

The role emphasizes onboarding, ongoing customer and staff training, routine system administration, and collaboration with IT, Operations, Lending, Compliance, and Retail to enhance digital banking initiatives.

Qualifications

• Onboarding and support of digital banking customers and staff.
• Familiarity with digital banking platforms and related controls.
• Ability to train users and perform routine system administration.

Responsibilities

• Provide excellent customer service for digital banking products.
• Serve as first contact for routine inquiries and service requests.
• Assist enrollment, password resets, and user administration.
• Process service requests for user setup and entitlement changes.
• Maintain digital banking platforms and related systems.
• Assist with onboarding and training for AB Office services.
• Support ACH Origination, Wire Transfers, Positive Pay, and Remote Deposit Capture.
• Support internal audits, risk assessments, and compliance reviews.

Skills

Customer service

Digital banking

Training

Sys admin

Troubleshooting

Cross-team work

MS Office

Education

High School diploma or GED

Bachelor’s degree in finance or related field

Tools

Jack Henry Banno

Banno Business

Xperience

CIF 20/20

ACH Origination

Wire Transfers

Positive Pay

Remote Deposit Capture

Job description

Join the American Bank team! We are a small, privately-owned Montana community bank that delivers high-quality experiences tailored to each individual and business. We empower our employees to work in the best interest of customers, give back to their communities, and maintain a healthy work-life balance. We also like to have fun!

Reports to: Digital Banking Manager

Position Status: Full-time, Non-exempt

Job Summary: The Digital Banking Specialist serves as the primary operational support resource for American Bank’s digital banking products and services. This position is responsible for onboarding, servicing, maintaining, and supporting consumer and business digital banking relationships, including Online Banking, Mobile Banking, and AB Office, which includes ACH Origination, Wire Transfers, Positive Pay, Business Bill Pay, and Remote Deposit Capture services. The Digital Banking Specialist provides first-line support to customers and bank staff, conducts customer and staff training, performs routine system administration and maintenance, assists with implementation of digital banking services, and supports operational, risk management, and product enhancement initiatives.

Benefits:

• Comprehensive Health Insurance (Medical, Dental, Vision)
• Company-Sponsored and Voluntary supplemental insurance options (Life, Disability, Accident, & more)
• 401k (5% match!)
• Paid Time Off + 11 Paid Banking Holidays + Paid Volunteer Time Off
• Paid On-the-Job Training!
• Continuing education and development opportunities.
• Work alongside coworkers who are dedicated to building strong relationships and investing in the neighborhoods we proudly serve.
• Discounted banking products, and numerous other employee perks!

Essential Functions:

The primary responsibility of the Digital Banking Specialist is to provide accurate, quality customer service and operational support for American Bank’s digital banking products and services. Duties may include:

• Provide excellent customer service to internal and external customers regarding digital banking products and services.
• Serve as the primary point of contact for routine digital banking inquiries, troubleshooting, and service requests.
• Assist customers with enrollment, maintenance, password resets, authentication methods, device registration, and user administration.
• Process digital banking service requests accurately and timely, including user setup, entitlement changes, service maintenance, and account administration.
• Perform routine maintenance and administration within digital banking platforms including Banno, Banno Business, Jack Henry systems, Alkami Positive Pay, iPay Consumer and Business Bill Pay, SmartPay RDC, and related systems.
• Assist with onboarding and training of consumer and business customers utilizing digital banking and AB Office (cash management) services.
• Support AB Office customers by assisting with ACH Origination, Wire Transfers, Positive Pay, Business Bill Pay, and Remote Deposit Capture services.
• Assist with annual reviews of ACH Origination, Remote Deposit Capture, and other digital banking relationships by gathering documentation, reviewing activity reports, and coordinating customer outreach and site visits.
• Support internal audits, examinations, risk assessments, compliance reviews, and operational reporting activities.
• Participate in testing, validation, and implementation of new products, software enhancements, system upgrades, and vendor releases.
• Review system reports, exception items, and customer activity for operational, fraud, or compliance concerns and elevate as appropriate.
• Serve as a resource for branch and operations staff regarding digital banking products, procedures, and customer support needs.
• Assist with maintaining procedures, customer documentation, training materials, and operational workflows.
• Work collaboratively with Retail, Operations, Lending, Compliance, and Information Technology teams to support digital banking initiatives.
• Satisfactorily complete all required compliance training and comply with all regulations applicable within the scope of the position.
• Perform other duties and responsibilities as designated by management.

Competencies:

• Interpersonal and customer service skills to represent American Bank in a positive
• Excellent verbal and written communication skills.
• Strong organizational skills and attention to detail, with the ability to prioritize and manage multiple responsibilities.
• Problem-solving and troubleshooting skills.
• Ability to learn and adapt to changing technology and systems.
• Proficient and effective operation of Microsoft products including Word, Excel and Outlook and Jack Henry and Jack Henry ancillary products.

Education and Experience:

1. Required
   • High School diploma, GED, or equivalent diploma
   • Minimum of two years of retail banking, financial services, or related customer service experience.

2. Preferred

• Bachelor’s degree in finance, business, or other related field OR equivalent professional experience
• Experience supporting digital banking, treasury management, or cash management services.
• Experience with Jack Henry platforms including Banno, Banno Business, Xperience, CIF 20/20, and related products.
• Experience with ACH Origination, Wire Transfers, Positive Pay, Bill Pay, or Remote Deposit Capture services.

Working Conditions:

• Work environment is indoors in a clean atmosphere with normal noise
• Ability to work under time constraints and pressure is
• Exposed to a potentially hazardous condition – Receives detailed instructions and procedures to be followed to minimize the risk.
• Monday through Friday, 8-hour shift with one hour lunch between the hours of 7:30 AM and 6:00 PM

Physical Requirements:

• Critical sensory abilities are: seeing, hearing/listening, touching, and speaking
• Physical dexterity requirements include operating general office equipment such as telephone, computer, calculator, typewriter, photocopier, fax machine, and postage machine. Physical ability to stand, walk, sit, climb stairs, balance, stoop, kneel, crouch or
• Mental effort requirements include: reading, writing, basic arithmetic, mathematics, visualizing conclusions, analyzing data, searching for solutions, creating methodologies, conducting research, and managing resources.
• Physical requirements include: standing for long periods when providing customer service, sitting, walking and must be able to lift and carry 30 waist high and 20 lbs. shoulder high

Travel Requirements:

• I understand that even though my primary work assignment will be in my main branch; I agree to go to any other location requested by management. Travel between branch locations may be required to provide customer training, staff training, operational support, and customer onboarding activities. I understand that such temporary re-assignment will require the use of my personal If I am requested to spend the entire day at a non-primary location, American Bank will pay for my time spent traveling which is inclusive from the time I leave my home to the time I return to my home. In addition, any time that I use my personal vehicle in such travel, I understand that American Bank will reimburse my mileage at the current designated IRS mileage reimbursement rate.

Pay Grade: 10

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.