Business Digital Banking Specialist

Description

JOB CLASSIFICATION

Full / Part-time: Full-time

Hours Per Week: 40 hours

Location: 1801 S 2nd St, McAllen, TX 78503

JOB SUMMARY

The Business Digital Banking Specialist position will be a part of a team within the Operations department. This group is responsible for handling the paperwork, set up and maintenance of Business Online services for the bank’s business clients. Support is provided to the clients by phone, email, and chat communication. The Business Digital Banking service offered by the bank includes a variety of products that may change or be added. The Business Digital Banking Specialist must work as part of the team to ensure that all duties, requests and projects are completed. Duties will be assigned by the department manager and will include learning to be the back-up for duties assigned to other employees in the department. Employees must learn and maintain knowledge in all aspects of Business Online including ACH rules, deadlines, system updates, banking rules and regulations.  In addition, a knowledge of overall business banking is required to be prepared to assist clients with many questions or issues.  

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties as assigned.

1. Process the set-up of clients, users, and accounts for new Business Online access requests, changes, and removals.    
2. Add, change, or delete TM services associated with business online banking such as small business bill pay, positive pay, lockbox, remote deposit capture, wires, ACH, and Mobile Deposit.  
3. Review of accurate documents submitted by bankers for online banking access.  
4. Resolve and/or communicate the progress of Business Online and TM service requests tickets to the bank personnel.  
5. After set-ups, changes or deletions in Business Online or Positive Pay are completed, verify the system maintenance for accuracy and resolve any discrepancies.  
6. Troubleshoot user computer access and ACH or Positive Pay file creation issues. 
7. Assist internal and external customers to resolve Business Online error messages or questions from users and bank sales staff.? 
8. Complete the daily positive pay scrub of exceptions and make necessary corrections to release items for client review.  
9. Process the daily ACH Return’s and Notifications of change to charge back or credit back client accounts and provide notices to our ACH originators. 
10. Upload Treasury management documents to Director for record retention. 
11. Review on a monthly basis closed accounts to remove from online access, wire, ACH and RDC service.  Notify TM department to update ACE system approval memo and to obtain a new agreement if needed due to all primary entity accounts closing.  
12. Review the monthly processed coupons and checks for lockbox and report for billing customers. 
13. Review loans set up for payment by ACH to an external account for proper ACH authorization documents.  
14. Maintain Treasury Management services list and submit file to upload for analysis billing each month. 
15. Maintain CORE to document TMO number, digital tie relationship, and analysis options for customer billing including TM bonus earning credit rates. 
16. Support business client customers via phone, chat, and email with all online banking access issues, wires, ACH files, Positive Pay, RDC, Mobile banking, Bill Pay, etc. 
17. Maintain inventory of RDC scanners and ship to clients as needed. 
18. Monitor customer RDC, ACH and Wire limits and process for approval temporary increases as needed. 
19. Monitor wires with pending dual control and contact clients if needed to ensure they meet daily deadlines.  
20. Review annual ACH limit review, RDC limit review and onsite visits. 
21. Assists in working with Fiserv and other vendors to resolve issues requiring further escalation. 
22. Performs other duties as assigned by team leaders or department manager. 

Requirements

QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• At least two years of banking and customer service experience and knowledge of bank operations.  
• Excellent verbal and written communication skills in English and Spanish (must be bilingual). 
• Proficient in Microsoft computer applications. 
• Strong organizational skills, able to manage priorities and workflow. 
• Excellent customer service skills. 
• Ability to learn quickly and retain knowledge. 
• Ability to work independently and with other team members with minimum supervision. 
• Ability to handle large volumes of work while meeting deadlines. 
• Visual and mental concentration is necessary for accurately completing task. 
• Versatility, flexibility and a willingness to work in a constantly changing environment with enthusiasm. 
• Multitask oriented. 
• Ability to work in an environment where other employees can also be heard working. 
• Ability to effectively communicate with people at all levels. 

EOE/M/F/D/V