Electronic Banking Specialist I

Summary:

Under general supervision, but according to established policies and procedures, assists Vice President and Electronic Banking Manager with various aspects of Internet Banking technology.   Will recommend electronic banking solutions and assist with Internet Banking and Mobile Banking set-up and maintenance for customers.  Makes presentations regarding Electronic Banking solutions to individuals and groups.  Must be professional, detail oriented and be willing to educate customers about the electronic banking product line offered by Midwest Bank.  Will perform other duties and special projects as assigned by the supervisor.

Position Expectations:

• Approve/decline Online Internet Banking (IB) applications.
• Log approved applicants on the IB log sheet.
• Send Welcome Letter to newly approved IB applicant.
• Research and approve/decline IB New Account Add Requests.
• Research and approve/decline IB External Transfer Add Requests.
• Log approved IB External Transfers on Log Sheet.
• Research/respond to IB Messages. Engage with customers via Chat, Audio and Video avenues.
• Monitor and resolve IB Billpay cases in CheckFree PartnerCare and P2P disputes.
• Perform Address Changes in CSI for Online Banking and Debit Cards.
• Answer IB/Mobile Banking customer inquiries in person, on phone and via email.
• Print Daily Reports for IB Sponsor Reporting and file
• Log activity in logbook for IB Sponsor Reporting
• Sending an email with an attachment (or by mail), a Request for IB Services Access Form if one is no received with the online application.
• Decline online IB applications that have been pending for one month.
• Contact IB customer if External Transfer Form has not been received after 10 days.
• Obtain Loan Officer approval and approve Loan Advance requests; make copy for file.
• Research and Respond to IB Webmail messages.
• IB Name changes and account removal.
• Assist with annual Cash Management and RDC assessments and mailing of documents/contracts.
• Remove IB access for Charged Off, closed accounts and OLB non-activity access (1 year).
• Print month-end reports for IB Sponsor Reporting and log activity in logbook for Sponsor Reporting.
• Assist with collecting documents for audits and examinations.
• Conduct all duties in compliance with applicable laws, regulations, and Bank policies and procedures.

Required Education and Experience:

• A high school diploma or equivalent.  College degree is preferred.
• Experience with Internet Banking or Electronic Banking services preferred.
• Two years of increasingly responsible experience in banking in order to develop the necessary skills to provide assistance for administrative type duties, exercise good judgment and work independently in the supervisor’s absence.
• Must have an understanding of the bank environment such as following established procedures and information technology regulation/compliance.

Additional Competencies:

People Skills

• Customer Focus
• Managing Performance
• Interpersonal Communication

Business Skills

• Quality Driven
• Sound Judgement

Self-Management Skills

• Personal Integrity & Ethics
• Self-Starter

Well-Organized

Required Abilities:

We are proud to be an ADA employer.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of the position.

• Must be able to work on a rotating two shift work schedule to cover customer support which is 7am-4pm and 8am-5pm or as needed for customer service requirements.

• Ability to type and file documents proficiently
• Ability to operate office equipment of varying heights, sizes and positions by reaching, handling, fingering, bending, stooping, kneeling and feeling
• Ability to obtain documents, files, and supplies of varying sizes, heights and weights by reaching, handling, stretching, lifting, bending, climbing, stooping, kneeling and feeling
• Ability to effectively exchange information in a verbal, visual and written fashion 
• Ability to apply common sense understanding in order to problem solve by analyzing, observing, and prioritizing.  Reads material and identifies relevant details; judges’ accuracy and appropriateness
• Ability to lift and carry a weight of up to 20 pounds for a short period of time.
• Ability to sit for long periods of time.
• Ability to effectively interact with others, including but not limited to internal and/or external customers, members of management, and vendors.
• Ability to work a regular, predictable schedule.
• Work at least one Saturday per month.