Electronic Banking Specialist

Job Description

Job Title:        Electronic Banking Specialist

Department:   Electronic Banking

Reports to:     Electronic Banking Manager

FLSA Status: Non-Exempt

Expectations for All Team Members:  Supports Legends Bank’s Mission, Vision, and Values by demonstrating the following characteristics and behaviors with team members, customers, and communities we serve. 

L – Lead; E – Engage; G – Grow: E – Excel; N – Notice; D – Do; S – Serve

Summary/Purpose:

As an Electronic Banking Specialist, you will perform operational and technical support duties for all electronic banking solutions through providing legendary customer service to retail customers, business customers and bank personnel. You’ll collaborate closely with the Treasury Management Sales and Relationship teams to provide legendary service to customers to increase customer retention resulting in the bank’s non-interest income and deposit growth.

Essential Duties and Responsibilities: include but not limited to the following. Other duties may be assigned.

• Provide electronic banking technical support for bank employees and customers, including hardware and software troubleshooting and diagnosis.
• Provide internal and external customer support via telephone, in-person, email, or web support.
• Resolve customer complaints and issues promptly and communicate all customer service-related issues/problems to management.

• Be one of the go-to people for electronic banking knowledge in the bank, including knowledge of processes, systems, policy and procedures.
• Prepare, process and post daily for originated ACH files, wires, remote deposit, mobile deposit, and lockbox payments.
• Handle business online banking setups/maintenance requests.
• Complete onboarding of new treasury management customers utilizing ACH origination, positive pay, online wire processing, remote deposit and/or lockbox processing.
• Complete and maintain annual risk reviews and on-site visits for remote deposit customers and ACH originators.
• Support liaison between treasury management sales team and treasury management customers. 
• Pull reports and perform manual clean-up of data (inactive, eStatement changes, removing closed accounts from Bill Pay, etc.)
• Proactively look for ways to improve processes, procedures, reporting, etc.
• Maintain knowledge and ensure compliance with all applicable State and Federal banking regulations, bank policies, and procedures.

Required Skills and 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.

• Must be a self-starter, dependable and accurate in completing responsibilities with strong attention to detail and accuracy.
• Strong written and verbal communication skills.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) products is required.
• Ability to effectively troubleshoot computer-related issues.
• Ability to interact positively with customers.
• Strong team player.
• Maintain a respectful, courteous work environment free of unlawful discrimination and
  harassment of any kind.
• Have a passion for technology.
• Strong problem-solving, analytical, research and decision-making abilities are required.
• Take ownership of errors and find ways to correct them appropriately.
• Must be able to multitask and have the ability to be flexible in adapting to change.
• Ability to organize and prioritize work.
• Ability to identify opportunities to support customer needs.

Education and/or Experience:

High School diploma or equivalent. Prefer two years of banking experience and/or technical support. Experience in systems/applications is desirable.

Working Conditions:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position.

• While performing duties of position, employee is regularly required to sit, stand, walk, talk and hear.
• Requires regular use of hands, arms and fingers.
• Includes some bending, reaching and occasionally lifting and/or moving up to 25 lbs.
• Specific vision abilities required by this job include close, distance, color, depth perception, peripheral vision, and the ability to focus.
• The noise level in the environment is usually minimal.

• Ability to travel to branches within bank footprint or customer locations as needed.
• Ability to travel to post office and transport sensitive information.
• Ability to use facsimile, photocopier, and other general office equipment frequently.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.