Associate Digital Client Support
Webster Bank

Job Description

If you're looking for a meaningful career, you'll find it here at Webster. Founded in 1935, our focus has always been to put people first--doing whatever we can to help individuals, families, businesses and our colleagues achieve their financial goals. As a leading commercial bank, we remain passionate about serving our clients and supporting our communities. Integrity, Collaboration, Accountability, Agility, Respect, Excellence are Webster's values, these set us apart as a bank and as an employer.

Come join our team where you can expand your career potential, benefit from our robust development opportunities, and enjoy meaningful work!

This is an exciting opportunity to grow your career in Banking Operations and experience a high performing, team-oriented environment. As a multi-tasker with a keen eye for detail, you will plan, organize, and manage all activities related to supporting our Consumer Online Banking products that serve consumers, micro business, and small business clientele. You will provide back-office support to our Consumer Online Banking platform/products such as: online account opening, bill pay, online funds transfers, mobile deposits and Zelle. You will collaborate frequently with business partners such as the Contact Center, Help Desk, and other back-office support teams.

Core Job Responsibilities/Key Activities/Elements:

Perform functions related to the day-to-day support of Consumer Online Banking channels such as:

Enrollment Issues/Consumer Online Banking Maintenances/Exceptions Consumer Online Banking Limit Exceptions Perform Bill Payment research and maintenance Triaging issues as they are received Work closely with vendors to see resolutions through Collaborate with Communications Partners to disseminate information regarding system outages, notifications, updates, and resolutions Perform daily reconciliation of the internal settlement accounts including but not limited to chargebacks, returns and credit releases. Apply necessary account/system maintenance upon review of the daily system reports such as death alerts, temporary limit exceptions [TransferNow and Mobiliti], external account verifications, etc. Support Brio Operations with internal and external transfer requests, new account holds, review of transactions on restricted accounts, etc.

• Serve as a day-to-day subject matter expert for all operational tasks related to supporting our Consumer Online Banking product suites. Keep up with changes on various product and system components to ensure service delivery.
  
• Support Virtual Account Manager with onboarding, reconciliation, monthly interest validation, troubleshooting, etc.
  
• Recommend process improvements that will demonstrate value to the enterprise, improve client experience, and maintain adequate controls.
  
• Research and resolve problems as they arise within this unit.
  
• Participate in new project implementations
  
• Comply with all regulations, policies, and procedures.
  

Skills/Experience Required:

• At least 2 years of online banking or comparable operations experience
  
• Excellent verbal and written communication skills
  
• Attention to detail and strong organizational skills required
  
• Practical knowledge of MS Office (Excel, Access, PowerPoint, Word, Teams) is required.
  
• High School Diploma or equivalent required, college coursework preferred
  

The estimated salary range for this position is $21.00 to $24.00 USD an hour. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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