Digital Banking Support Specialist II

Mutual Bancorp; Leominster (MA); On-site; USD 39,000 - 50,000; Full time

Job summary

Mutual Bancorp is seeking a Digital Channels Support Specialist to provide second-tier operational and technical support for digital banking solutions. You will mentor team members, coordinate with vendors, assist with testing, and lead small to mid-size projects while acting as a subject matter expert for digital banking platforms.

Applicants should have strong SQL, web/mobile app knowledge and experience with HTML/CSS/Java, with a bachelor's degree preferred.

Qualifications

• Bachelor's degree in Business, Technology, Finance, or related field preferred; or equivalent banking/technology experience.
• Strong knowledge of digital banking platforms and web/mobile apps.
• Experience with HTML, CSS, Java, APIs is preferred.
• Intermediate to advanced SQL and reporting experience.
• Proficient in Microsoft Excel and Access.

Responsibilities

• Provide first and second level support for digital banking applications (Online Banking, Mobile Banking, Payments, Telephone Banking, etc.).
• Manage the Digital Support ticket queue and resolve routine service requests within SLAs.
• Process user administration requests including system access provisioning and deactivation.
• Maintain departmental documentation and knowledge base articles.
• Prepare and maintain departmental reports and operational logs.
• Monitor digital banking systems for outages and incidents; document findings and escalate as needed.
• Participate in small projects and departmental initiatives.
• Support audit, compliance, and examination requests with documentation.
• Assist with routine product configuration updates and vendor forms.
• Participate in User Acceptance Testing (UAT) for system enhancements and releases.
• Crosstrain with Digital Analysts to provide backup support.

Skills

Digital banking

SQL

Vendor management

HTML/CSS/Java

Customer service

Education

Bachelor's degree preferred

Tools

Excel

Access

Office 365

Job description

Mutual Bancorp is seeking a Digital Channels Support Specialist to provide second-tier operational and technical support for digital banking solutions. You will mentor team members, coordinate with vendors, assist with testing, and lead small to mid-size projects while acting as a subject matter expert for digital banking platforms.

Applicants should have strong SQL, web/mobile app knowledge and experience with HTML/CSS/Java, with a bachelor's degree preferred.