Salary Grade : 16
SUMMARY:
Provides second-tier operational and technical support for Mutual Bancorp’s Digital Channels support team. Serves as the primary escalation point for complex support issues while assisting with application administration, vendor coordination, testing, system enhancements, and small to medium-sized projects. Acts as a subject matter expert for assigned digital banking solutions and mentors Digital Analyst I team members.
ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:
- Provide first and second level support for digital banking applications, including Online Banking, Mobile Banking, Payments, Telephone Banking, and other digital channel services.
- Manage the Digital Support ticket queue by resolving routine service requests within established service levels and escalating complex issues to senior analysts or vendors as appropriate.
- Process user administration requests including system access provisioning, role changes, and deactivation following established procedures.
- Maintain departmental documentation including procedures, workflow documents, forms, and knowledge base articles.
- Prepare and maintain departmental reports, metrics, and operational tracking logs.
- Monitor digital banking systems for operational issues, outages and client impacting incidents, document findings, escalate issues appropriately, request root cause analysis when necessary, and communicate status updates to management.
- Participate in small projects and departmental initiatives.
- Support audit, compliance, and examination requests by gathering documentation and reports.
- Complete assigned monthly review of GL reconciliations and vendor invoices.
- Assist with routine product configuration updates, vendor forms, system maintenance activities, and administrative tasks.
- Participate in User Acceptance Testing (UAT) for system enhancements, upgrades, new products, and releases by executing test scripts, documenting results, and reporting defects.
- Crosstrain with Digital Analysts to provide operational backup support.
- Maintain awareness of cybersecurity and fraud prevention best practices to help protect the Bank and customers.
QUALIFICATIONS:
EDUCATION & CERTIFICATIONS:
- Bachelor’s degree in Business, Technology, Finance, or related field preferred; or equivalent banking/technology experience.
KNOWLEDGE, SKILLS & ABILITIES:
- Advanced knowledge of digital banking platforms and delivery channels.
- Strong understanding of web-based and mobile applications.
- Working knowledge of HTML, CSS, Java, APIs, or related technologies preferred.
- Intermediate to advanced SQL and reporting experience.
- Strong knowledge of Microsoft O365 applications including Excel and Access.
- Experience with vendor management and project coordination.
- Ability to analyze operational and customer-impacting issues independently.
- Prior banking and digital platform experience preferred.
COMPETENCIES:
- Must have cyber security awareness to protect the digital environment, the Bank, and customers.
- Problem Solving
- Critical Thinking
- Customer Service Orientation
- Leadership and Mentorship
- Technology Savviness / Digital Enthusiast
- Adaptability and Flexibility
- Project Coordination
- Verbal and Written Communication
- Cybersecurity Awareness
- Analytical Thinking
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Bachelor’s degree in business, technology, finance, or a related field, or equivalent banking or technology experience
- Advanced knowledge of digital banking platforms and delivery channels
- Strong understanding of web-based and mobile applications
- Intermediate to advanced SQL and reporting experience
- Strong knowledge of Microsoft 365 applications, including Excel and Access
- Working knowledge of HTML, CSS, Java, APIs, or related technologies
- Experience with vendor management and project coordination
- Ability to independently analyze operational and customer-impacting issues
- Prior banking and digital platform experience
- Cybersecurity awareness to protect the bank and its customers
What We Do
Cape Cod 5 is a community bank with over $5.7 billion in assets committed to supporting its customers wherever they are – in the world and on their life journey – through its full-service digital offerings or in person at one of its locations throughout Cape Cod, Nantucket, Martha’s Vineyard and Southeastern Massachusetts. Founded in 1855, Cape Cod 5 offers a broad range of financial products and services, including consumer and commercial banking products; residential mortgages; investment management and trust services. We at Cape Cod 5 are deeply committed to the communities we serve. Our dedication to serving our neighbors and local businesses and earning our customers’ trust every day has remained the same since our founding in 1855. We focus on continuously evolving to be our customers’ trusted financial partner in a rapidly changing world, offering sound guidance, accessibility and insight to help support our customers’ financial wellness. Never disclose account information or personal information on LinkedIn. Cape Cod 5 will never ask you for your account information, password, Social Security Number or other identifying information via LinkedIn. This page and Cape Cod 5 links are presented by Cape Cod 5, but the website is controlled by LinkedIn, which established its own privacy and security policies. You are urged to read those polices before processing. Cape Cod 5’s website privacy and security polices do not apply to your activity on LinkedIn.
