SUMMARY
The Digital Account Specialist independently oversees and optimizes the online account opening experience, exercising judgment and discretion in monitoring performance, identifying risks and issues, and determining appropriate responses to member-impacting events. This role evaluates operational data, member feedback, and regulatory considerations to prioritize issues, recommend enhancements, and support controlled changes in a production environment. The Digital Account Specialist serves as a subject matter resource, partners cross-functionally to influence outcomes, and ensures digital account opening activities align with organizational objectives, risk tolerance, and regulatory expectations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Independently assess, triage, and manage online account opening incidents, determining severity, member impact, regulatory risk, and appropriate resolution or escalation strategies.
- Provide member support through direct contact, including phone and email, ensuring timely resolution and a high-quality experience.
- Analyze funnel performance, member service trends, and operational metrics to identify root causes, assess material impacts, and recommend prioritized improvements to stakeholders.
- Document application defects and systemic issues; coordinate escalation with vendors and internal partners and validate outcomes in accordance with established guidelines.
- Build and maintain working relationships with internal and external partner teams that impact digital account opening and technical support (e.g., Retail, Fraud, Compliance, vendors).
- Create and maintain job aids and documentation for internal customers; share platform knowledge and troubleshooting approaches with peers.
- Follow security, availability, confidentiality, and privacy policies and controls; identify issues and route potential control gaps to appropriate partners.
- Support administration and configuration of the online account opening application, including servicing, access, disclosures, workflows, and enhancement requests.
- Assist with testing and validation of production changes and updates, ensuring accurate documentation and controlled rollout.
- Support documentation of controls and evidence for audits/exams as needed; partner with Compliance, Risk, Legal, and Information Security on required updates.
- Participate in cross-functional initiatives as assigned, including process improvements and vendor support coordination.
QUALIFICATIONS (Education, Experience, Knowledge, Skills & Ability)
- Two to five years of relevant experience supporting digital banking, fintech, or online account opening platforms, including production support or operational support responsibilities.
- Demonstrated ability to exercise independent judgment, evaluate risk and impact, and make informed recommendations in a production environment.
- Working knowledge of an online account opening platform, including basic configuration, issue triage, and documentation.
- Experience supporting changes, coordinating with vendors or internal technology partners, and validating fixes in a controlled environment.
- Basic understanding of digital acquisition concepts and conversion measurement; ability to help translate insights into prioritized improvement opportunities.
- Familiarity with regulatory requirements impacting digital account opening (e.g., CIP/KYC, disclosures and consent, privacy, record retention) and comfort partnering with compliance/oversight functions.
- Strong troubleshooting and problem-solving skills, with the ability to resolve issues with guidance and escalate appropriately.
- Good analytical, documentation, and organizational skills, with attention to detail.
- Demonstrated focus on internal customer and member experience, showing initiative, accountability, and collaboration.
- Ability to manage multiple priorities and deliver timely results in a production environment.
- General knowledge of banking practices and digital banking operations.
- Experience using AI tools to improve efficiency, analysis, or operational workflows
At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.
We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.
JobFamily
Technology
JobFunction
Technology
PayType
Hourly