Job Description

Job Title: New Accounts Digital Banking Specialist I

Department: Retail Sales Team

Salary: $35,275 - $47,725

Status: Non-Exempt

Who We Are

At Timberline Bank, our people are our most valuable asset. We seek qualified employees who enjoy people, are innovative, and who are eager to learn. We, in return, provide opportunities for personal advancement and professional growth. The driving force behind our dedication to providing “Better, Faster, Easier. -Always." experience is the Timberline Team. From the moment you enter the building, we greet you as a person, not an account number- our belief in the value of exceeding customers' high expectations is what makes Timberline Bank a bank here for our community. Our commitment has been and always will be to provide high-quality personalized customer service. With Timberline personal touch, the level of customer support is unparalleled. We want to support you and your financial well-being, whether through your personal or commercial needs. Each customer contributes to the success of our small business. TO US, IT IS PERSONAL.

What We Value

At Timberline Bank, the core of our culture is in the following values. We believe heavily in fulfilling each one of these to the highest degree. Our culture is the foundation of who we are as a team, and as a business.

1. Exceeding Customers’ High Expectations
2. Empowering a Dedicated Team
3. Having Fun While Winning
4. Passionate About our Communities
5. Value Added Resource for our Customers (Trusted Advisor)

Position Summary

The New Accounts Digital Banking Specialist is a full-time, non-exempt, non-officer position based onsite at our Grand Junction Headquarters. This role requires excellent customer service skills and the ability to work well with the team. In this position, you will act as a primary support resource for digital banking services, card servicing, fraud assistance, and customer account maintenance, providing frontline troubleshooting and operational support to both customers and internal banking teams.

Essential Duties and Responsibilities:

• Consistently deliver prompt, courteous and high-quality customer service.
• Maintain strict confidentiality of sensitive customer and proprietary data.
• Diagnose and resolve technical issues in person, by phone, and via email in a professional, efficient, and timely manner.
• Assist customers with fraud claims, red flag identification, and secure handling of suspicious or unauthorized account activity.
• Provide comprehensive support for digital banking services, including troubleshooting online banking access, password resets, lockouts, mobile banking, Zelle, bill pay, e-statements, and related platform issues.
• Assist customers with debit and credit card servicing, including activation, printing, travel exceptions, temporary limit adjustments, troubleshooting, and dispute intake.
• Process customer account maintenance requests such as contact information updates and general post-opening maintenance.
• Support customers with transfers, ACH setups, ACH/RDC troubleshooting, RDC installations, and temporary limit increases.
• Complete customer requests for statements, research, end-of-year documents, and account history inquiries.
• Provide operational support to bankers by assisting with account research, customer outreach, and coordination for client meetings.
• Respond to customer inquiries received by phone, email, and in person, ensuring accurate information and timely follow‑through.
• Support merchant services and business banking needs through referrals and troubleshooting related digital tools.
• Maintain awareness of daily operational tasks such as morning work, balance calls, and general branch support as needed.
• Perform administrative and compliance‑related tasks including building account folders, coding e‑statements, and supporting risk‑related processes.
• Provide notary services and assist with customer documentation needs.
• Assist with customer requests related to check ordering, NA kits, and other service‑related materials.
• Attend and actively participate in required training sessions, including New Accounts, Risk Management, and other assigned programs.
• Meet assigned performance goals (“rocks”) as established by the department supervisor.
• Perform additional duties as skills develop and professional goals are met.

Required Knowledge and Expertise

• High School Diploma or GED.
• Colorado Notary.
• Knowledge of banking services and products to offer solutions to meet our customers’ needs.
• Proven people, communication, prioritization, and organizational skills.
• Team player with a strong, team-focused attitude.
• Maintain a current knowledge of all regulations, including BSA, along with demonstrating a knowledge and understanding of the Bank’s policies and procedures.
• Continuing education to maintain job knowledge.

Key Competencies/Skills

• Be Thorough: Ensure that work is completed thoroughly and correctly; prepare carefully for meetings and presentations.
• Achieve Results: Complete tasks on a timely basis and based on an understanding of priorities.
• Establish and Maintain Personal Credibility: Consistently model behavior that is perceived as responsible, reliable, and ethical.
• Communicate Effectively: Express oneself clearly in interactions with others, both verbally and in writing. Notice, interpret, and anticipate needs and concerns. Ensure that critical information is shared with those who should be kept informed.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems.
• Relationship Building: Ability to effectively build relationships with vendors, management, and staff.
• Time Management: Ability to effectively utilize available time for the completion of necessary job tasks.

**Pursuant to the Colorado Equal Pay for Equal Work Act and Equal Pay Transparency Rules, the salary range above represents the low and high end of the salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of the total compensation package for employees. Incentives based on Timberline Team goals may also be offered. In addition, Timberline Bank provides a variety of benefits to full time employees, including health insurance coverage, vision insurance, dental insurance, life and disability coverage, 401K plan, paid holidays and paid time off.

Equal Employer Opportunity Statement

Timberline Bank prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. All job requirements in the job description provided indicate the minimum level of knowledge, skills, and/or abilities deemed necessary to perform the job competently. Job descriptions are an overview of the duties, responsibilities, and requirements of the position. Employees may be required to perform other job-related assignments as requested. OUR COMPANY ADHERES TO A POLICY OF EMPLOYMENT-AT-WILL, WHICH ALLOWS EITHER PARTY TO TERMINATE THE EMPLOYMENT RELATIONSHIP AT ANY TIME, FOR ANY REASON, WITH OR WITHOUT CAUSE OR NOTICE.

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