The Digital Banker is responsible for managing customer interactions and accounts through digital platforms such as email, online chat, and phone. They focus on providing exceptional customer service, resolving inquiries, processing transactions, and promoting all products. The role blends customer support, account management, and sales within the digital branch through building and expanding relationships with current and future customers.
Primary Functions
1. Customer Support:
Respond to customer inquiries through digital channels (email, chat, phone) in a timely and professional manner.
Assist customers with navigating online banking platforms and mobile apps, providing step-by-step guidance when needed.
Resolve issues related to digital banking services such as account access, payments, and transactions.
Educate customers on self-service tools to enhance their digital experience.
2. Account Management:
Manage and maintain customer accounts, ensuring data accuracy and handling updates, such as changes to account settings or contact information.
Support clients in opening new accounts, applying for loans, and using digital financial products.
Process online transactions, payments, and transfers, ensuring all actions meet compliance and regulatory standards. Work with other departments as needed on transactions and other items.
Daily account oversight including payment decisions, negative balance accounts, fraud alerts, and new account activity.
3. Sales and Promotion:
Identify customer needs and recommend relevant products and services (e.g., loans and deposits) by utilizing the Bank's sales process.
Promote digital solutions, such as mobile banking apps, e-statements, and online account management tools, to increase user adoption.
Achieve sales targets by cross-selling and upselling products based on customer profiles and preferences.
Utilize the Bank's Customer Relationship Management (CRM) software program for documenting financial information to build and maintain the client's relationship and follow-up for future referral opportunities while following the bank's vision, core competencies, moments of truth and sales process.
Participate in weekly meetings with the manager and assist with other sales and operational duties as needed, including monthly production monitoring.
4. Technical Support:
Provide basic technical support to customers experiencing difficulties with digital banking tools, including troubleshooting login issues, mobile app errors, and browser-related problems.
Collaborate with IT or technical teams to escalate complex issues when necessary.
5. Customer Relationship Building:
Build and maintain strong relationships with customers by delivering personalized service, ensuring satisfaction, and responding proactively to needs.
Follow up with customers after service interactions to ensure issues are resolved and promote continued engagement with digital products.
Secondary Functions
Understand the Bank's vision, organizational structure, employee handbook, bank security, policies and procedures, and standards of conduct.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Supervisory Responsibility
This position has no supervisory responsibilities.
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, and various filing systems.
Physical Demands
Prolonged periods working at a desk.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5:00 p.m. Work outside of this schedule may be required as job duties demand.
Travel
Minimal travel is expected for this position.
Required Education, Experience, and Skills
High school graduate or GED.
Strong verbal and written communication skills.
Technical proficiency.
Problem-solving skills.
Sales-oriented mindset.
Attention to detail to ensure accuracy.
Preferred Education, Experience, and Skills
Post High School Education
Experience in customer service, sales, or account management, preferably in banking or financial services.
Experience with digital platforms.
Knowledge of financial products and services.
AAP/EEO Statement
Citizens National Bank is an equal employment opportunity employer and complies with all applicable laws and regulations regarding affirmative action and equal opportunity and does not illegally discriminate against anyone protected by law because of that person's race, color, religion, sex, national origin, age, or the individual's status as a veteran or a qualified disabled individual.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
