Digital Solutions Specialist I

At Southern First, we believe banking is about people, and we're making a difference one client and one banker at a time. Rooted in service and family, our core values make up the foundation of our company and the way we do business. Those values include serving others, cherishing our family culture, competing with a passion for winning, celebrating our victories, and enjoying the journey along the way. Every day, our team proudly carries out our mission of impacting lives in the communities we serve.

Headquartered in beautiful Greenville, SC, Southern First is locally owned with over 300 associates across eight growing Southeastern markets in three states. Our relationship-first approach to banking is backed by our commitment to investing in easy-to-use technology, giving our clients all of the tools they need to easily manage their finances whenever, wherever.

If you are passionate about impacting lives in our community and building long-lasting client relationships, we'd love for you to join our team. Our purpose is to enable dreams, earn trust, and exceed expectations.

POSITION SUMMARY

The Digital Solutions Specialist is responsible for providing exceptional client-first service in the onboarding, enrollment, and ongoing support for the bank's commercial cash management clients across all digital banking platforms and with all business cash management services. Additionally, the role provides support to bank personnel on the business digital platforms and services.

ESSENTIAL RESPONSIBILITIES

• Client Onboarding & Training: Support the Retail Team in onboarding business clients for digital banking and business cash management services (including but not limited to ACH, Wires, Commercial Credit Card, Positive Pay, Autobooks, Bill Pay, Zelle, Transfers, Remote Deposit Capture, Lockbox, Data Aggregation Services, and Mobile Banking). Responsibilities include leading sales/demo meetings, advising on deposit account setup, preparing pricing proposals, executing cash management agreements, configuring business banking products within admin systems, and training clients on the platform and services.
• Technical Support & Installations: Install and configure Remote Deposit Capture (RDC) software on client systems, including on-site hardware setup when necessary. Train clients on RDC usage, security protocols, and compliance requirements.
• Client & Internal Support: Provide real-time support through multiple channels including phone, helpdesk tickets, secure messaging, live chat, etc. Offer ongoing, in-depth support to both internal teammates and external clients on all digital banking platforms, products, and cash management services including third-party outsourced solutions. This includes supporting all business digital platforms and all associated products and services on those platforms. Digital banking services for the business platforms to support currently include but are not limited to ACH, Wires, Commercial Credit Card, Positive Pay (ACH & Check), Autobooks, Loan Payments/Advances, Bill Pay, Zelle, Transfers, Remote Deposit Capture, Lockbox, Data Aggregation Services, Mobile Deposit, Reporting, and more. Assist clients and teammates with daily operations of digital banking platforms and business cash management services. Troubleshoot digital banking issues, escalate when necessary, and communicate resolutions to clients and teammates. Maintain an exceptional level of client service for all support queries and adhere to service management principles.
• Platform & Product Expertise: Develop and maintain a strong working knowledge (administrative setup, use cases, capabilities, reporting, known issues/defects etc) of all digital banking products and services offered by the bank in order to provide the best solutions, support, and service to teammates and clients. Monitor industry trends and system updates to provide expert guidance.
• Product & Process Improvement: Gather feedback from clients and teammates to help enhance digital banking services and onboarding processes. Assist in testing and implementing platform enhancements, new services, and procedural changes.
• Collaboration & Special Projects: Work closely with the Digital Solutions Manager to support product development initiatives. Assist with special projects, training efforts, and operational improvements.
• Ethical & Regulatory Adherence: Uphold high ethical standards and comply with all applicable laws, regulations, and internal policies.
• Other Responsibilities: Assist with training and operational duties as needed. Complete all other duties as assigned.

ADDITIONAL RESPONSIBILITIES OR DETAILS:

ESSENTIAL SKILLS, EDUCATION AND EXPERIENCE

Digital Solutions Specialist I

• High school diploma or equivalent required
• Complete understanding of Microsoft products such as Word, Excel, PowerPoint, and Outlook with specific strengths in Excel (file formatting options, data importing, functions)
• Exceptional interpersonal communication skills and professionalism, able to represent the bank in a positive manner
• Self-motivated individual with initiative to learn new things and take on additional challenges
• Creative, analytical thinker driven to discover better ways of doing things along with new ideas and solutions to difficult problems
• Strong organizational skills with a solid understanding of how to set priorities when balancing internal and external client demands and able to successfully handle multiple tasks
• Strong process thinker with the ability and patience to teach others
• Flexible work style and schedule that is energized by solving problems, enjoys challenges and thrives in an ever-changing work environment
• High comfort level in dealing directly with clients
• Willingness to visit client offices in person if necessary
• Prior sales or customer service experience a plus
• Knowledge of retail banking rules, regulations, policies, and procedures
• Ability to maintain confidentiality and exhibit a high degree of integrity

Digital Solutions Specialist II

Additional Requirements:

• Associate's Degree or Bachelor's Degree in a business-related discipline preferred
• 2 - 5 years banking or digital banking/cash management experience
• Subject matter expert within core position
• Proficient in leading sales/demo calls with clients

Digital Solutions Specialist III

Additional Requirements:

• Bachelor's Degree in a business-related discipline preferred
• 5+ years banking or digital banking/cash management experience
• Subject matter expert within core position, provides coaching
• High level of proficiency in all functions of supporting and implementing digital banking solutions and cash management services
• May include additional travel requirements for meeting with clients and training teammates

WORK CONDITIONS

• Must be able to sit at a desk and work on a computer for long periods of time
• Some travel may be required

This description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment, nor does it alter your at-will employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.