CUSTOMER SERVICE ONLINE BANKING - PINECREST OFFICE

Job Summary:

Will maintain the operations functions for all Cash Management and Consumer eBanking products and services. The position will include all customer setups, maintenance, and closings. Will research and deploy new products for Cash Management and Consumer On-Line Banking

Essential Responsibilities:

• Opening, maintaining, and closing of all customer product requests.
• Monitor all E-Banking e-mail correspondence.
• Develop and maintain department and product procedures.
• Develop and maintain customer agreements.
• Initiate daily, weekly, and monthly transaction activity reports.
• Process all on-line product applications.
• Maintain department’s document imaging.
• Monitor and track open incidents/issues with vendors.
• Product development, testing, and deployment.
• Maintain account analysis system.
• Maintain strong knowledge of NACHA Rules and Regulations.
• Work with internal and external auditors on reviewing, testing, and ensuring compliance with ACH rules and regulations and internal policy and procedures.
• Work with the online banking system to download the daily ACH files for retention.
• Provide assistance to internal and external customers to resolve any ACH questions or issues.
• Review all ACH applications for completeness and accuracy in accordance with internal policy and procedures.
• Submit all new ACH requests, modifications, or deleted companies/accounts to ACH processor.
• Monitor and track daily and/or transaction over limits. Submit request to servicing officer for decision to approval or decline.
• Notify ACH processor on over limit decision to process or cancel ACH file.
• Submit request to credit to re-evaluate over limit offenders in accordance with internal policy and procedures.
• Ensure daily OFAC, Patriot Act and Bank Secrecy compliance and policy adherence.
• Troubleshoot ACH file related issues.
• Provide support to IT if required to complete processing of the ACH On-Us file during IT’s end of day processing.
• Enter monthly ACH file and transaction billing to designated account per the ACH customer agreement.
• Provide monthly ACH transaction reporting to BSA and supervisor.

Other Responsibilities:

• Back-up to E-Banking Customer Support
• Monitor system maintenance, purge requirements and upgrades
• Performs other related duties as required to accomplish the objectives of the position
• Manage Debit card issuance for customers
• Work in conjunction with I.T and Operations areas on Debit Card fraud mitigation strategies
• On-Site customer training on ACH, Cash management platforms
• On-Site training of Merchant Capture systems and related hardware
• Support mobile banking applications for retail and commercial

Competencies:

• Customer focus
• Building strong relations
• Communication
• Business acumen
• Problem analysis & solution
• Ownership Vision & values
• Collaboration & teamwork
• Development (personal &others)

Requirements:

• High School diploma or GED equivalent preferred
• Two years bank operations experience preferred with a concentration in external/internal customer service.
• Previous call center experience, preferred
• Bilingual, required
• Excellent communication skills

EEO