Retail Banking Product Support Specialist

The Washington Trust Company; Westerly (RI); On-site; USD 78,000 - 116,000; Full time

Benefits offered by this job

Comprehensive benefits

Bonus potential

Job summary

Washington Trust is seeking a Retail Banking Product Support Specialist to serve as the Retail Banking business owner and SME for the core banking platform. This role defines business requirements, manages product configuration, supports system enhancements, and drives continuous improvement to ensure system capabilities support Retail Banking's objectives.

The incumbent will work with Retail Banking leadership, Operations, Information Technology, and other stakeholders to configure and maintain

Qualifications

• Strong analytical and problem-solving abilities to evaluate complex processes and data.
• Excellent communication skills for both technical and non-technical audiences.
• Experience documenting business requirements and translating them into system configurations.
• Ability to influence and collaborate across departments and levels.
• Working knowledge of retail banking products, services, and operations.
• Proficiency with Microsoft Office applications.

Responsibilities

• Serve as the Retail Banking SME for the core banking platform and ensure proper configuration.
• Define business requirements and translate them into DNA configurations and solutions.
• Manage product configuration and support system enhancements.
• Collaborate with leadership and IT to improve efficiency and customer experience.
• Represent Retail Banking during core system releases and changes.
• Document processes, rules, and operational impacts related to system changes.

Skills

Analytical skills

Problem-solving

Organizational skills

Verbal and written communication

Cross-functional collaboration

Retail banking knowledge

MS Office proficiency

Education

Bachelor's degree

Tools

DNA core banking platform

Job description

Washington Trust is seeking a Retail Banking Product Support Specialist to join their team. The Retail Banking Product Support Specialist serves as the Retail Banking business owner and subject matter expert for Washington Trust's core banking platform. This position is responsible for defining business requirements, managing product configuration, supporting system enhancements, and driving continuous improvement initiatives to ensure system capabilities support Retail Banking's strategic and operational objectives.

The incumbent will work closely with Retail Banking leadership, Operations, Information Technology, and other key stakeholders to ensure products, services, and processes are configured and maintained effectively while enhancing operational efficiency, employee productivity, and the customer experience.

Essential Functions

• Serve as the Retail Banking subject matter expert for the Fiserv DNA core banking platform, including an understanding of how branch and contact center staff utilize the system.
• Ensure retail products, services, workflows, forms, disclosures, and customer-facing functionality are properly configured and maintained to support business objectives.
• Represent Retail Banking during core system releases, upgrades, and enhancement initiatives by evaluating release notes, assessing business impacts, coordinating testing, and validating implementation readiness.
• Evaluate new functionality and enhancements to identify opportunities to improve branch efficiency, operational effectiveness, customer experience, and employee productivity.
• Partner with Retail Banking leadership to gather, document, and translate business requirements into core system configurations and solutions.
• Document business processes, workflows, business rules, and operational impacts related to system changes.
• Review and validate retail deposit products, forms, disclosures, and procedures to ensure alignment with core banking system functionality.
• Configure and maintain DNA product parameters and functionality.
• Provide guidance and education to Retail support and training teams regarding DNA capabilities, enhancements, operational impacts, and best practices.
• Act as the primary liaison between Retail Banking and internal stakeholders for retail-related DNA initiatives.
• Identify and implement opportunities to streamline processes, reduce manual effort, and improve colleague and customer experiences through effective use of DNA functionality.
• Serve as Retail Banking's primary liaison to the Senior DNA Architect, ensuring Retail Banking priorities, operational impacts, customer experience considerations, and product objectives are represented in enterprise system decisions and roadmap initiatives.
• Initiate, document, and submit change requests in accordance with Bank change management policies and procedures.
• Ensure appropriate governance, testing, documentation, approvals, and implementation plans are completed for system changes.

• Assist with Retail Banking and Bank-wide projects as assigned.
• Perform other duties as requested by management.

Qualifications

• Bachelor's degree in Business Administration, Finance, Information Systems, Banking, or a related field required, or equivalent combination of education and experience.
• Minimum of five years of retail banking experience.
• Minimum of three years of experience working with core banking systems.
• Experience supporting, configuring, or administering a core banking platform, preferably Fiserv DNA.
• Experience gathering, documenting, and translating business requirements.
• Experience participating in system implementations, upgrades, conversions, or major enhancement projects.

Knowledge, Skills, and Abilities

• Strong analytical and problem-solving skills with the ability to evaluate complex business processes, identify root causes, assess impacts, and interpret data.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Excellent verbal and written communication skills with the ability to communicate effectively with both technical and non-technical audiences.
• Ability to influence and collaborate effectively across departments and organizational levels.
• Working knowledge of retail banking products, services, and operations.
• Proficiency with Microsoft Office applications.

Compensation: A good‑faith, reasonable estimate of the base salary range for this role is $77,580 to $116,371, and the actual offer will depend on factors such as experience, skills, training, certifications, and education. This base salary reflects one component of our competitive compensation package. This position may be eligible for an annual bonus and includes a comprehensive benefits package.