Digital Banking Specialist

SUMMARY/OBJECTIVE:
The Digital Banking Specialist I role is responsible for supporting and managing the end-to-end digital account opening process for retail and business customers. This role ensures a seamless customer experience while maintaining compliance with regulatory requirements, KYC/AML standards, and internal policies. The specialist acts as a bridge between customers, digital platforms and internal teams to resolve issues and optimize onboarding.

ESSENTIAL FUNCTIONS:

• Review, verify, and process online account opening applications accurately and within defined service-level agreements (SLAs)
• Perform customer due diligence KYC and AML checks in accordance with regulatory and bank policies
• Validate customer documentation and resolve discrepancies or missing information
• Communicate with customers via digital channels (email, chat, phone) to support onboarding and address inquiries
• Monitor and troubleshoot issues related to digital onboarding tools and account opening platforms
• Collaborate with compliance, fraud, IT, and operations teams to resolve exceptions and escalations
• Maintain accurate records and documentation in core banking and digital systems
• Identify trends, recurring issues, and opportunities to improve the online account opening process
• Ensure adherence to data privacy, security standards, and regulatory requirements
• Support testing and rollout of new digital banking features related to onboarding
• Manage daily returned mail for the Bank
• Perform other Bank related functions as may be required

JOB QUALIFICATIONS:

• 3-5 years’ experience in Digital Banking, Banking Customer Service, Deposit Operations, Contact Center and/or Retail Banking
• Comprehensive knowledge of deposit products and banking services
• Comprehensive knowledge of the bank electronic services, including but not limited to, consumer and business electronic banking, mobile banking, bill-pay, external transfers, debit cards
• Working knowledge of Bank policies and procedures including those governed by Federal or State Regulations
• Experience/Knowledge of the following is preferred: MS Office applications, Harland Clarke Checking Ordering, FIS IBS Insight, CMSe for Debit and ATM Cards, and Salesforce CRM

The hourly rate range for the Digital Banking Specialist is $22.60 - $33.65 per hour.

About Northern Bank & Trust Company

Northern Bank is a full-service bank dedicated to providing practical, common sense financial solutions to help our customers live their lives and grow their businesses. From deposit products to loans to payment and collections services, we work hands-on with our entrepreneurial customers, both locally and across the country, to provide the financial support they need to realize their personal and business goals. Founded in 1960, Northern Bank has assets of over $3 billion with 12 locations serving communities throughout Middlesex County. Northern Bank is a Member of the FDIC, and an Equal Housing Lender. For more information on online banking services, please visit or follow Northern Bank on Facebook (/NorthernBankM A/), Twitter (@northernbankma), Instagram (@northernbankma) and LinkedIn (company/northern-bank-ma/).