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Form of workJob Description
POSITION SUMMARY
This position serves both internal and external customers and every effort should be made to do so whenever the opportunity presents itself.
This position does not involve direct day to day supervision of employees.
Confidentiality of customer information cannot be overstated. It is expected that all customer information be kept in the strictest confidence. We must do whatever it takes to ensure that our relationships with the public are not jeopardized.
This position is primarily responsible for responding to Electronic Banking and card program internal and external inquiries. This position is also the primary back-up for the Automated Clearing House (ACH) Processing function of the bank.
SKILLS & ABILITIES
- Capability of exercising good judgment
- Exhibit excellent customer service skills
- Ability to communicate professionally and effectively with customers and employees, both in person and on the telephone
- Possess strong work ethic and ability to set and meet deadlines; self-motivated
- Enthusiastic about technology and the convenience it creates
- Ability to work professionally and effectively with multiple departments, using a team approach
- Exhibit a high degree of oral and written communication skills
- Exhibit a high degree of detail-orientation
DUTIES & RESPONSIBILITIES
- Have knowledge of the various Electronic Banking services offered, including how each works, and their capabilities and benefits
- Provide assistance and troubleshoot customer and staff inquiries for Electronic Banking, debit cards and card program products and services, both over the telephone and in-person
- Assist with daily and monthly Electronic Banking reports
- Primary check back for:
- ACH book
- ACH NOCs & returns
- ACH invalid account listings
- ACH new file review and risk analysis
- ACH customer maintenance
- Remote Deposit Capture (RDC) new and existing customer maintenance
- Review mobile deposits and mobile deposit reject tracking daily
- Primary backup for ACH Processor:
- Perform functions related to ACH Origination from various systems, including but not limited to: daily incoming and outgoing files, and ensuring settlement occurs successfully by balancing and reconciliation
- Assist with daily and monthly ACH reports and spreadsheets and risk analysis
- Primary backup for Electronic Banking Specialist:
- Set up new ACH and RDC customers; provide assistance to them as needed including but not limited to: limit increases, user changes, contract revisions; maintenance and tracking which involves: deleting companies, over limit tracking, corporate specs, month-end ACH return item billing and ACH check back
- Process Paperless Item Module (PIM) daily
- Assist with new Electronic Banking services implementation
- Test new and existing Electronic Banking and card program products, as needed
- Gather feedback from employees and customers related to Electronic Banking and card program products
- Perform initial onboarding of new hires to the Operations Department, as needed
- Ensure backups for the position are properly and thoroughly trained
- Attend required staff meetings
- Follow security procedures
- Support a diverse and inclusive culture
- Abide by all policies, procedures, and expectations set forth in the Employee Manual or requested by management
