Electronic Services Representative

Introduction

The Electronic Services Representative is a member of the team that supports electronic banking services for our bank. This team regularly assists customers over the phone with a variety of banking transactions, electronic services, and technical assistance. Additionally, they are a critical part of our fraud defense monitoring and disaster & business interruption response functions. This specific position on the team is an important representative of employee and customer needs in the implementation of our strategic digital initiatives.

Primary Responsibilities

• Under the direction of the Senior Operations Officer, coordinate the Digital Initiative for the Customer Accounting Department.
• Assist customers in person or on the telephone by providing information and answering requests.
• Perform research to assist customers including statement reprints, account balancing assistance and transaction disputes
• Process and send ACH Origination files
• Set up new ACH Originators
• Conduct monetary investigations
• Conduct Regulation E dispute investigations, track disputes to ensure compliance with the regulation and timely credit to customer when required
• Process domestic and international outgoing wire transfers, insuring compliance with banking regulations, bank policies and funds transfer agreements
• Process Bank to Bank transfers
• Accept and process stop payment requests
• Review daily AT reports for unusual/suspicious activity. Contact customer regarding validity of transactions and report suspicious/fraudulent activity to BSA officer.
• Set up and maintain ACH loan payment origination
• Set up and monitor remote and mobile deposit
• Create and maintain DocuSign templates

Minimum Requirements

• At least two years' customer service experience
• Proficiency in MS Windows and MS Office
• Basic math, reading and writing skills
• High school degree or equivalent
• Applicable knowledge, aptitude, and skills
• Relevant experience preferred

Physical Requirements

Time spent standing: Minimal

Lift (weight): Max 20 pounds Frequency: Minimal

Motion: Bend, Sit, Squat, Reach, Lift arms above head

Functional Requirements: Visual Acuity, Audio Acuity, Manual Dexterity, Speak/Read/Write English, Ability to efficiently process data, discern patterns, and recognize inconsistencies in information.