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SENIOR DIGITAL BANKING OPERATIONS REPRESENTATIVE - GROTON

OVERVIEW:

The Senior Digital Banking Operations Representative plays a key role in supporting the Bank’s digital banking operations, payment services, and business banking solutions. This position is responsible for servicing and processing a wide range of digital banking products and services while ensuring operational excellence, regulatory compliance, risk mitigation, and exceptional customer experience.

This role supports both consumer and business clients and serves as a subject matter resource for digital banking platforms, ACH and wire services, card services, treasury management products, and online/mobile banking solutions. The Senior Representative works collaboratively across departments to resolve issues, improve processes, support new product implementations, and promote the effective use of technology to meet customer needs.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES

1. Perform daily operational activities supporting digital banking services, including ACH origination, wire transfers, online and mobile banking, treasury management products, and card services.

1. Set up, maintain, and support business banking services including online banking, ACH and wire origination, Positive Pay, Remote Deposit Capture, merchant services, business credit cards, and related digital banking solutions.

1. Process, review, and approve customer transactions, service requests, and account maintenance activities while ensuring accuracy, proper authorization, and adherence to Bank policies and procedures.

1. Provide exceptional service and operational support to customers and internal business partners by researching issues, resolving inquiries, and delivering timely, effective solutions.

1. Support card services operations, including card issuance, transaction research, dispute processing, fraud mitigation, and customer servicing activities.

1. Monitor account and transaction activity, perform quality assurance reviews, and execute operational controls to identify exceptions, mitigate risk, and ensure compliance with regulatory requirements and Bank policies.

1. Maintain customer records, agreements, and documentation associated with deposit accounts and digital banking services in accordance with established procedures and documentation standards.

1. Act as a departmental resource for digital banking operations, maintaining expertise in products, services, processes, and regulatory requirements while supporting the resolution of complex issues.

1. Maintains a thorough knowledge of Bank products, digital banking services, treasury management solutions, and applicable regulations while contributing to operational excellence, process improvement, and departmental goals.

1. Promotes the Bank’s products and services and maintains an active participation in community affairs.

1. Responsible for adhering to Bank policies and procedures as well as all regulatory requirements and guidelines.

1. Performs related and unrelated duties as may be required.

POSITION REQUIREMENTS:

Minimum of a high school diploma or equivalent and three (3) years of banking experience in Deposit Operations and/or Retail Banking. Must have strong analytical and problem resolution skills; be detail oriented and well organized and possess a strong customer service orientation. Proficient in Microsoft Word, Excel and Outlook and able to become proficient in the use of various other software applications and technologies that may be used in the performance of responsibilities. Must be able to use various types of office equipment including computer, calculator, fax, copier, document imaging technology and equipment. Ability to learn and adapt to change and flexibility of both schedule and routines is required. Must interact with customers and co-workers in a professional manner.

SUPERVISORY SCOPE:

None

INDEPENDENT ACTION:

Performs work within established guidelines and according to specific procedures. Refers problems to immediate supervisor.

COMPLIANCE:

Responsible for adhering to Bank policies and procedures relating to regulatory compliance requirements applicable to the job function including but not limited to Bank Secrecy Act, Anti-Money Laundering and Fair Lending.

Why Choose Chelsea?

At Chelsea Groton, we don’t just meet the expectations of our community; we exceed them in the ways we, as a mutual bank, do business, and how we support local organizations financially and through volunteerism. We are focused on bringing together the best in digital, remote, and in-person capabilities. Our approach is designed around the lives of our customers so they can manage finances when, where and how they want, and team members can provide support to our customers in more ways too.

We are proud to be recognized as:

• Best Bank by The Day (2015–present)
• Top Workplace by the Hartford Courant (2016–present)
• Forbes Best‑In‑State Bank (2021, 2022)

Apply online by visiting us at www.chelseagroton.com/careers

Chelsea Groton Bank is an Equal Opportunity Employer

EOE/AA/M/F/D/V. Member FDIC