Electronic Banking Representative

MAJOR FUNCTION:

Electronic banking operation positions work as a team to support all functions assigned to the bank’s Electronic Banking department. All positions in this department collaborate in an effort to cross train all functions to effectively manage the department’s workflow while providing effective customer service based on the bank’s policies, procedures and bank standards. Assist customers with their accounts either over the phone or in person in addition to performing various other department functions. Each position within the department may be similar in nature but daily duties may vary. Each position is encouraged to make recommendations to supervisor about possible methods to improve department and work closely with Electronic Banking Officer on any other duties necessary to maintain productive services and provide excellent customer care.

RESPONSIBILITES:

1. Maintain good customer relations. Tactfulness and confidentiality with customer and employee information required.

2. Handle telephone, walk-in and email inquiries from customers and bank personnel. This includes but is not limited to assisting customer(s) with transfers, inquiries, research, statement reconciliation, disputes or complaints.

3. Complete or provide back up for daily reports such as non-sufficient funds (NSF), exception processing, non-posted, stop payments, aged overdraft, account analysis, etc.

4. Process or provide backup assistance on all incoming and outgoing wire transfers (domestic and international).

5. Process or provide backup assistance for the settlement of all Automated Clearing House (ACH) transactions, as well as corresponding reports in accordance with established deadlines and schedules.

6. Support or provide backup support for Cash Management customers and users. Monitor Cash Management customers to ensure proper controls and procedures are in place to mitigate exposure.

7. Support and maintain Netteller and other related electronic banking services to ensure customers have access to their accounts via digital banking.

8. Complete or provide back up for daily Electronic Banking reports such as RDA and RDC monitoring and documentation.

9. Be knowledgeable in the workings of Synergy to assist in scanning, reviewing, filing, storing and destruction of electronic documents.

10. Provide support for Card Services to assist with maintenance and/or backup of daily duties.

11. Provide support for Safe Deposit and Collections to assist with maintenance and/or backup of daily duties.

12. Monitor and manage information obtained from Fraud Detection software or fraud resources to reduce loss to our customers and ASBT (Yellow Hammer, Gladiator) as assigned.

13. Process or provide backup processing legal documents and correspondence (Garnishments, Levy’s, Subpoenas, and Court Orders) within time frames mandated.

14. Reconciliation of accounts (Customer, ASBT in-house, General Ledger, Third-Party Vendor).

15. Perform routine maintenance changes on account records that may include address changes, phone numbers, account status, dormant accounts, charge off accounts, etc.

16. Be knowledge and understand the banking regulatory and legal requirements to ensure adherence to and completion of all necessary processes and documentation.

17. Perform routine maintenance changes on account records that may include address changes, phone numbers, account status, dormant accounts, charge off accounts, etc.

18. Be knowledgeable and understand the banking regulatory and legal requirements to ensure adherence to and completion of all necessary processes and documentation.

19. Prepare reports of statistical data reflecting the use of products and services involving electronic banking.

20. Properly prepare and handle incoming and outgoing mail for the department.

21. Be knowledgeable about ASBT products and services to cross sell and fulfill customer’s needs.

22. Assist Electronic Banking Manger when needed.

23. Staff is required to be flexible with their weekly hours due to workflow and other unique situations that may arise.

24. Complete all initial and annual training requirements as outlined by ASBT.

25. Perform all other duties as required, consistent with the goals, objectives and responsibilities of the Electronic Banking Department.

QUALIFICATIONS:

1. Good computer, math, and bookkeeping skills are needed.

2. Excellent organization and communication skills, especially important for customer phone inquiries.

3. Professionalism with both customer and employee dealings is very important.

4. Must be able to adapt to phone and customer interruptions while continuing to fulfill daily functions.

5. Must be able to work with a team-oriented environment with all staff.

6. Needs to be a quick learner and be able to work and train in several job functions located in the department.

7. A general knowledge of all bank functions is extremely helpful.

8. Must be able to use office equipment such as: computer terminals and PC software programs utilized by the bank, scanner, copy machine, fax machine, calculator, and postage machine.

SPECIAL REQUIREMENTS:

1. Confidentiality and tactfulness in dealing with bank and customer information is mandatory.

2. Ability to conduct relationships with co-workers, customers, the community and the overall public in a manner which will enhance the bank’s image and comprehensive marketing effort.

3. Will be called upon from time to time to participate with community organizations and projects.

4. Mobility to work in and at several different workstations.

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 required to stand and walk. Specific vision abilities required by this job include close vision and ability to adjust focus. Some research may be involved which would require the employee to be mobile to access copy machines and various files located throughout the bank.