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Digital Analyst I

Posted: 03/28/2021


Assists with a wide variety of duties relating to the support of Digital banking channels.   


  •  Provide first tier support for all digital channel applications including Online, Mobile, ATM, Payments and Telephone Banking.
  • Educate customer support personnel on features and functions within each of the digital channel applications.
  • Collaborate with cross-functional teams to implement product enhancements and new products to meet customers’ changing expectations.
  • Participate as a subject matter expert in small to medium sized projects.
  • Maintain existing/develop new departmental metrics.
  • Communicate and train customer contact personnel on uses of and changes in product.
  • Support department by creating and maintaining procedures related to internal processes and application workflow.


EDUCATION, CERTIFICATIONS: (Minimum education required to perform the duties of this position):

  • Bachelor’s degree required or comparable work experience in technology and/or banking.


  • Knowledge of web-based and mobile applications, including common languages ( i.e. HTML, CSS, Java)
  • Knowledge of Microsoft O365 environment including applications.
  • Data report writing experience (SQL or other).
  • Prior platform/banking experience desired.
  • Must have cyber security awareness to protect the digital environment, the Bank, and customers.


  • Problem Solving
  • Proficient Verbal and Written Communication Skills
  • Critical Thinking Skills
  • Customer Service Orientation
  • Technology Savviness/Digital Enthusiast
  • Adaptability and Flexibility
  • Eager Learner


Normal Physical Capabilities:

Incumbents must be able to perform the following activities frequently or continuously throughout the workday as appropriate to the position:  travel throughout the Bank’s primary and secondary market areas (which are beyond Cape Cod), bend, carry (one and two hands), collate papers, dial a phone, file records, hear at normal speaking levels, hold items with hands, lift up to 25 lbs., move throughout building, operate office equipment (fax, copier, phone, computer, etc.), computer input for extended periods of time, read English, see well enough to scan documents with detail, sit for up to two hours at a time, stand for short periods of time, speak on the telephone and in person, write with hand, and work at the Bank’s facilities.

*Reasonable accommodation may be available for qualified individuals with disabilities

WORKING CONDITIONS: (Typical working conditions with this type of work and environmental hazards, if any, that may be encountered in performing the duties of this position)

Internal -- work is normally performed in climate controlled office environment, where exposure to conditions of extreme heat/cold, poor ventilation, fumes and gases is very limited. Noise level is moderate and includes sounds of normal office equipment (computers, telephones, etc).  No known environmental hazards are encountered in normal performance of duties. Length of day is unpredictable; long hours may be required to accommodate deadlines or special meetings.

External -- Some travel to remote Bank locations will be required; this will include some overnight travel, not to exceed 5%. Environmental conditions are regular office and branch locations of the Bank.