Deposit Services Specialist

Description

General Summary/Purpose

This position serves as product and support expert to one or more of the following deposit services systems: ACH Origination, Wire Origination, Debit Cards, Consumer and Commercial Internet Banking, Mobile Banking, Consumer Capture, Remote Deposit Capture, Exception Item Processing, and Bill Pay. This role also works closely with the banks service providers in resolving complex issues.

Key Duties and Responsibilities

1. Product Expert

• Serves as a product expert for one or more of the following deposit services systems: ACH Origination, Wire Origination, Debit Cards, Consumer and Commercial Internet Banking, Mobile Banking, Consumer Capture, Remote Deposit Capture, Exception Item Processing, and Bill Pay.
• Performs key operational tasks related to the banks deposit services systems.
• Reviews software release notes. Communicates software changes to all applicable staff.

2. Client support

• Provide support to bank clients via phone, e-mail, secure messaging and chat platforms.
• Attracts potential customers by answering product and service questions; providing information about other products and services, making referrals to appropriate staff
• Maintains customer records by updating account information.

• Resolves product or service issues by clarifying the customer's complaint; determining the cause of the issue; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and client satisfaction.
• Provides elevated client support in the following areas: consumer mobile capture, consumer online deposit account opening, general client account maintenance, internet banking self-enrollments, commercial and consumer internet banking, general troubleshooting and password resets. Provide account balances as requested in addition to other specific account information such as specific checks clearing, deposited items, etc. Assist with check orders, transfers, stop payments, and client research requests. Debit card related needs such as card reorder, card cancellation, request to raise daily limits, etc.
• Additional duties that enhance and support the client experience will be assigned and should be performed as time permits.

3. Cross-Training

• Cross trains within the following deposit services systems: ACH Origination, Wire Origination, Debit Cards, Consumer and Commercial Internet Banking, Mobile Banking, Consumer Capture, Remote Deposit Capture, Exception Item Processing, and Bill Pay.

4. Product knowledge

• Maintains knowledge of bank products and services and is able to effectively promote products and/or services beneficial to the client.
• Shares information and creates awareness with employees on deposit related services.
• Responsible for the implementation and training of banking solutions to bank clients.

Qualifications

Education, Training and Skills Required

• Education/training equivalent to an Associates Degree

Experience Required

• More than three years, fewer than five years