Digital Banking Support Lead & SME

Fidelity Cooperative Bank; Leominster (MA); On-site; USD 55,000 - 85,000; Full time

Job summary

Fidelity Cooperative Bank seeks a capable digital support professional to provide second-tier operational and technical support for the Digital Channels team. You will act as the primary escalation point and mentor junior analysts while assisting with administration, testing, and small projects affecting digital banking platforms.

The role emphasizes expert knowledge of digital channels, vendor coordination, and adherence to cybersecurity practices to protect customers and the Bank.

Qualifications

• Bachelor’s degree in Business, Technology, Finance, or related field preferred; or equivalent banking/technology experience.
• Advanced knowledge of digital banking platforms and delivery channels.
• Strong understanding of web-based and mobile applications.
• Working knowledge of HTML, CSS, Java, APIs, or related technologies preferred.
• Intermediate to advanced SQL and reporting experience.
• Strong knowledge of Microsoft O365 applications including Excel and Access.
• Experience with vendor management and project coordination.
• Ability to analyze operational and customer-impacting issues independently.
• Prior banking and digital platform experience preferred.

Responsibilities

• Provide first and second level support for digital banking applications, including Online Banking, Mobile Banking, Payments, Telephone Banking, and other digital channel services.
• Manage the Digital Support ticket queue by resolving routine service requests within established service levels and escalating complex issues to senior analysts or vendors as appropriate.
• Process user administration requests including system access provisioning, role changes, and deactivation following established procedures.
• Maintain departmental documentation including procedures, workflow documents, forms, and knowledge base articles.
• Prepare and maintain departmental reports, metrics, and operational tracking logs.
• Monitor digital banking systems for operational issues, outages and client impacting incidents, document findings, escalating issues appropriately, request root cause analysis when necessary, and communicate status updates to management.
• Participate in small projects and departmental initiatives.
• Support audit, compliance, and examination requests by gathering documentation and reports.
• Complete assigned monthly review of GL reconciliations and vendor invoices.
• Assist with routine product configuration updates, vendor forms, system maintenance activities, and administrative tasks.
• Participate in User Acceptance Testing (UAT) for system enhancements, upgrades, new products, and releases by executing test scripts, documenting results, and reporting defects.
• Crosstrain with Digital Analysts to provide operational backup support.
• Maintain awareness of cybersecurity and fraud prevention best practices to help protect the Bank and customers.

Skills

Digital banking platforms

Web and mobile applications

SQL

Vendor management

Project coordination

Cyber security awareness

Analytical thinking

Communication skills

Education

Bachelor’s degree in Business, Technology, Finance, or related field

Tools

HTML

CSS

Java

APIs

Microsoft Excel

Microsoft Access

Microsoft Office 365

Job description

Fidelity Cooperative Bank seeks a capable digital support professional to provide second-tier operational and technical support for the Digital Channels team. You will act as the primary escalation point and mentor junior analysts while assisting with administration, testing, and small projects affecting digital banking platforms.

The role emphasizes expert knowledge of digital channels, vendor coordination, and adherence to cybersecurity practices to protect customers and the Bank.