Support Services & Digital Banking Operations Representative

We have an exciting career opportunity for a Support Services & Digital Banking Operations Representative in Maple Grove!

Position Summary:

This position performs the customer support function to assist both internal and external customers with general banking, digital banking, cash management services and/or technical support type of inquiries.  They will be required to perform a variety of tasks that requires to hold expert knowledge in areas of banking operations, policies, procedures and regulations.

Essential Duties and Responsibilities:

Customer Support

  • Answer incoming calls, respond timely to emails, voicemails, online chats and customer service tickets for internal and external customers.
  • Research, identify and resolve internal and external retail or commercial customer requests using all available resources.
  • Route calls to appropriate resources.
  • Recognize, document and alert management of trends in customer calls.
  • Ensures and provides quality service to both internal and external customers by following procedures, identifying alternative solutions or escalating to IT or outside vendors, if needed.
  • Upsell products and services to retail and commercial customers.
  • Promptly provides solutions to meet the needs/address concerns and will follow up with customer to ensure resolution.
  • Be an advocate for our customers and assist them in identifying various fraud type situations such as online banking/mobile banking scams, account takeovers situations, identifying elder abuse, bill pay fraud, ATM/debit card fraud, wire fraud, check fraud, mobile deposit fraud, etc.
  • Identify and escalate issues to management.

Cash Management Support

  • Provides operational support for all Cash Management products and services to Cash Management Sales, Commercial Banking teams and Branch Banking teams.
  • Responds to client questions or concerns regarding Cash Management services in a timely, accurate, and professional manner.
  • Processes Cash Management workflow requests in timely and accurate manner.
  • Demonstrates a general knowledge of system limitations in order to accurately respond to customer demands.
  • Ability to decipher customer issues and determine appropriate resources to engage in problem resolution.
  • Possesses detailed knowledge of necessary documentation required to enroll or update Cash Management products.
  • Has an understanding of both front line access as well as operational limitations to assist in customer troubleshooting.
  • Indexes Cash Management documentation in Synergy to ensure proper retention of agreements and other required forms are in place for all Cash Management clients.

Technical Services Help Desk Support

  • Will provide technical support to retail and commercial customers as it relates to digital access for products such as, but not limited, to digital banking, mobile banking, mobile deposit, bill payment, remote deposit, positive pay, wires, Automated Clearing House (ACH), merchant processing, lockbox etc.
  • Becomes a subject matter expert on all digital banking tools used by customers.
  • Provides assistance answering questions on functionality and any new functionality, when there are updates.

Other Duties

  • Updates procedures for all areas listed above or as needed.
  • Required to learn other tasks within the department to aid supportively and positively in the absence of a team member.
  • Potential peer training opportunities.
  • Active participant during project implementation/deployment to include, but not limited to, new and existing technology, system upgrades, new products, and new services while ensuring the bank’s compliance with laws, regulations and rules governing banking as well as the banks internal policies.
  • Responsible for compliance with The Anti-Money Laundering/Bank Secrecy Act (AML/BSA), OFAC, Customer Information Policy (CIP) and Identity Theft Program to ensure ongoing risk assessment analysis as well as monitoring and reporting suspicious activity.
  • Participates in department projects as needed.
  • Gathers documentation for department audits as requested.


To perform this position 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: 

  1. Detail-oriented and able to handle multiple tasks at one time and meet deadlines.
  2. Demonstrated knowledge and experience with on-line banking tools, ability to solve client issues related to both product features and technology used by customer.
  3. Assertive, self-confident, self-motivated and has the ability to work independently with little direction and supervision.
  4. Demonstrated ability to effectively cope with accelerating change, learn rapidly and adapt quickly to changing situations and able to respond promptly to changes and opportunities.
  5. Strong customer service and interpersonal skills.
  6. Ability to handle stressful situations appropriately.
  7. Strong work ethic; focus on quality and responsiveness; flexible personality and team player.
  8. Demonstrated ability to make effective use of information available and organize resources to meet goals.
  9. Strong verbal and written communication skills, including telephone techniques.
  10. A thorough knowledge of bank operations, products and services, and regulatory and statutory requirements.
  11. Demonstrated personal computer skills, knowledge of various systems (i.e., Excel, Word, Outlook, etc.).
  12. Must maintain a high level of knowledge and regulatory banking compliance in order to properly perform the duties of this position.