Digital Services Specialist

Description

Overview:

The Digital Services Specialist is responsible for supporting the Bank’s digital banking products and services, including but not limited to online and mobile banking, remote deposit, and online account opening. This position provides support to internal bank personnel, performs daily operational activities primarily related to customer access and use of digital services, and helps to troubleshoot customer issues reported for the digital services platforms. As a member of the Payment Operations Team, this individual will be cross trained on additional Payment Operations functions to maximize department capacity and coverage.

Primary Accountabilities / Responsibilities

• Provide support to internal personnel related to Digital Services access, and system features and functionality.
• Facilitate and escalate bill pay inquiries and issues, serving as a liaison between internal teams and external partners.
• Complete business registrations and establish user access, validating Insight account ownership authority prior to granting the requested access.
• Act as backup for operations activities associated with customer setup of new cash management products and services.
• Prepare online banking wire transfer requests for processing, validating data and obtaining approvals according to department procedures.
• Complete daily reconciliation of online banking wire transfer requests.
• Retrieve and upload the ICS data file to Insight on a daily basis.
• Review checks deposited remotely through the Bank’s mobile apps, reviewing checks for validity, and assessing risk factors to approve or reject the checks.
• Complete daily reconciliation of mobile deposit and RDC activity and process the daily batch deposit for the mobile deposit teller.
• Update online banking external transfer and remote deposit limits as requested in accordance with approval requirements.
• Review and decision online banking external accounts in the External Account Approval queue as indicated in department procedures.
• Create and approve online banking Retail ACH batches, referring to risk indicators to determine high risk transfers requiring additional risk mitigation action which may include customer contact.
• Complete daily reconciliation of the ACH Manager cashbox and process required electronic transfer.
• On a monthly basis, consolidate and document RDC and ACH activity to support annual reporting.
• Review online new account applications containing errors and complete required actions to either open or reject the new account.
• Complete follow-up activities for newly opened (online) accounts as indicated in department procedures.
• Complete daily reconciliation of the eOpen suspense GL including handling late return items.
• Perform various daily review and processing activities associated with Digital Services, ensuring any exceptions and anomalies are addressed.
• Provide training on Digital Services functions to new team members and existing team members who are cross-training.
• Complete all activities with a focus on risk mitigation and in accordance with Bank policies and procedures, as well as all regulatory requirements and guidelines.
• Maintain all required training and/or certifications necessary to support TSB’s Digital Service offerings,
• Perform related and unrelated duties as may be required.

Requirements

Position Requirements:

The qualified applicant will have previous banking experience with a comprehensive understanding of digital banking features and functionality, remote deposit services, and how Consumer versus Business banking relationships. Personal experience with digital banking and digital payments is required; mobile deposit experience is helpful. The individual must be customer focused to provide quality service to customers and internal bank personnel; must be organized, able to easily adapt to changing workloads and priorities, and must be able to maintain focus on the details of any work item. Additionally, this person should be well versed in the use of Microsoft Word, Excel, Outlook, and PDF documents and be able to become proficient in the use of other software applications that may be used in the performance of the position’s responsibilities.

Work Environment/Physical Demands/Condition Requirements

Open office environment; must be able to focus and not be easily distracted. Must be able to climb stairs, use computer/see screen and read documents.

Equipment Used

General office equipment: Computer, Telephone, Mobile devices

Compliance

Satisfactorily completes all required compliance training and complies with all regulations which apply within the scope of the position.

Information Security

Responsible for actively protecting the confidentiality of customer information and computer systems used in the bank by:

• Remaining alert to and reporting malicious or suspected malicious email.
• Participating in training opportunities to ensure continued protection of customer data.
• Provide feedback where possible to help improve the Bank’s security culture.

Responsible for maintaining confidentiality of all sensitive information.

updated April 2026