SUMMARY 

The Business Digital Banking Specialist I is responsible for providing frontline support for Charlesbridge’s business digital banking platforms, including Business Online Banking, ACH, Wires, and Remote Deposit Capture (RDC). This role assists business clients and internal partners by troubleshooting access issues, maintaining user profiles and permissions, and documenting procedures to support consistent service delivery. The Specialist monitors daily digital banking activity, reviews system reports, and supports Treasury Management with onboarding and maintenance of digital services. This position also helps identify recurring issues, recommends process improvements, and escalates complex cases as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES 

• Provide first-level support for business digital banking platforms including Business Online Banking, ACH, Wires, Remote Deposit Capture (RDC), and user access issues.
• Troubleshoot routine user access, password resets, token issues, system navigation, and entitlement requests.
• Assist with the setup, modification, and maintenance of business user profiles and permissions.
• Escalate complex issues to the Business Digital Banking Specialist II or Officer as appropriate.
• Document procedures, known issues, and resolutions for internal use and training.
• Assist with basic system validation and testing related to updates, patches, and new releases.
• Monitor daily digital banking activity including ACH batches, wire templates, RDC deposits, and user administration requests.
• Review system-generated reports for accuracy and flag exceptions for further review.
• Support Treasury Management with onboarding tasks such as initial setup of Business Online Banking services.
• Assist with processing business account maintenance requests related to digital services.
• Identify recurring issues and recommend improvements to procedures or training materials.
• Review fraud alerts or unusual activity and escalate when necessary.
• Demonstrate professionalism, accuracy, and discretion in handling sensitive business client information.
• Maintain working knowledge of business digital banking systems, policies, and compliance requirements.
• Communicate clearly with branches, Treasury Management, IT, vendors, and business clients.
• Exhibit strong organizational, analytical, and problem-solving skills.
• Complete all internal Company training as assigned and required.
• Adhere to the Company’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
• Exhibit the ability and desire to embrace and enhance the Company culture.

Consider this description to be the foundation of your job, not its boundaries.  Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.

SUPERVISORY RESPONSIBILITIES

Not applicable

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE 

• Minimum of 12months (1year) of experience in digital banking, electronic banking operations, or related financial services role.
• Prior experience troubleshooting technical issues or working with IT partners/vendor support strongly preferred.
• Familiarity with digital fraud prevention tools, risk indicators, and secure banking practices.

SKILLS

• Proficiency with Microsoft Office Suite; ability to document procedures clearly and consistently.
• Strong attention to detail and accuracy when reviewing high risk transactions or system activity.
• Ability to identify process inefficiencies and contribute to continuous improvement initiatives.
• Demonstrated professionalism and discretion when handling sensitive or confidential information.
• Ability to manage multiple tasks in a fast paced environment while maintaining accuracy.
• Basic knowledge of the banking and financial services industry including federal laws and regulations
• Willingness to gain new knowledge and technical skills.
• Intermediate typing skills to meet the production needs of the position.
• Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs.
• Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

PHYSICAL DEMANDS 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk; use sufficient hand, arm and finger dexterity or feel objects, tools, or controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

KEY POINTS

For those seeking to deliver the latest financial solutions rooted in trustworthy, high-quality service, Charlesbridge, a mutual bank holding company, provides operational support, resources, legacy, and innovative thinking to financial institutions so they can deliver a suite of flexible, personalized solutions designed to meet the evolving needs of our clients and our communities. Our local roots, dedication to the communities we serve, loyalty to our people, and commitment to excellence ensure that we remain a trusted partner in an ever-evolving financial journey, today and tomorrow.  While our employees are committed to helping our clients, we are committed to our employees. To support our employees, we offer a competitive benefit package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy, Retirement, Life Insurance, and many other benefits.

Charlesbridge is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws. 

Here at Charlesbridge, we strive to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Banks and the communities we support.

PAY RANGE DISCLOSURE 

The pay range for this position is $25.74 to $33.19 per hour and is the lowest to highest range Charlesbridge in good faith believe we would pay for this role at the time of this posting. The Company may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the posted range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, sales or revenue-based metrics, and business or organizational needs and affordability.  

EOE/F/M/Vet/Disabled