Electronic Banking Specialist

Description

Summary

Electronic Banking Specialist is responsible for providing a full range of professional, technical and general support to customers and Bank personnel; perform customer setups; maintain customer files; respond to telephone and e-mail inquiries; monitor product usage and system operation; resolve problems within given authority. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Assists in maintaining the Retail and Business Internet Banking Systems (includes but not limited to, Treasury Management, Bill Pay, e-Statements, Merchant Capture and Online Banking). Will process qualifying accounts, file maintenance, password resets, monitor online wire requests, monitor ACH origination, and general account inquires for both internal and external customers. Assists in researching, troubleshooting, and answering technical support questions for both internal/external customers with internet banking/business internet banking.

Processes all ACH operations including documentation and compliance of all ACH activities, such as: assists with the development and implementation of ACH origination controls and procedures; daily operations of ACH receiving origination, file release, reversals, deletions, balancing and returns; setup of clients in Access Manager; and daily monitoring of the ACH exposure limits. 

Assists with preparing Treasury Management documents.

• New set ups
• User change requests
• Annual reviews

Provides support for Voice Access system. Responsible for password resets, and general account inquiries. 

Process merchant (including tracking) and mobile capture deposits.

Assists in managing the Checkfree system via Partner Care and provides support to internal and external customers.

Provides customer service and administrative support for the Credit Card program.

Act as primary Wire clerk. Initiate or verify incoming and outgoing wire transfers, and make appropriate entries on accounts, wire reporting to other departments and filing according to policy.

Reviews contact information changes completed through Internet Banking that have been flagged by Notifi Detect as high risk.

Provides back-up support to other positions within the Operations Department.

Adheres to all State and Federal Banking regulations.

Requirements

Supervisory Responsibilities      

This job has no supervisory responsibilities.

Competencies                      

To perform the job successfully, an individual should demonstrate the following competencies:

Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Listens and gets clarification; Responds well to questions; Participates in meetings.

Written Communication - Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Uses time efficiently; Sets goals and objectives.

Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Safety and Security - Observes safety and security procedures; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                      

High school diploma or general education degree (GED). Prefer a minimum of at least two years of banking/operations/electronic banking experience.

Language Skills                    

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills                      

Ability to add, subtract, multiply, and divide.

Reasoning Ability                    

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Computer Skills                      

To perform this job successfully, an individual should have knowledge of Spreadsheet software and Word Processing software.

Certificates, Licenses, Registrations

Other Skills and Abilities  

Other Qualifications                     

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk; climb or balance and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision and color vision.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 The noise level in the work environment is usually moderate.