E-BANKING LIAISON

Position Description :

Job Title : E-Banking Liaison

Department / Location : E-Banking / Salida

Reports to : AVP of E-Banking

FLSA Classification : Non-Exempt

Salary Range : $20.00 / $28.00 Hourly

Effective Date : 01 / 06 / 2025

Job Summary : E-banking Liaison is responsible for all electronic banking, daily maintenance and operating procedures. Oversees, implements and updates all risk management strategies. Works as a liaison with many third- party vendors. Responsible for independently performing a variety of complex clerical duties related to electronic banking, including processing transactions, resolving problems, development of new products and services, and maintaining control records of actions. Promotes Quality Service Standards set by Bank, and actively cross-sells bank products. Flexible schedule and some travel required to accommodate branch operational hours necessary for rotation of duties.

Supervisory Responsibilities : None

Duties / Responsibilities :

Understand and support the Mission and Values Statements of the Bank

Monitor and update electronic banking processes and procedures set by the Bank to include ATM, debit card, merchant capture, e-ACH, telephone banking, electronic funds transfers and website (including mobile) transactions

Responsible for the debit card portfolio, including set-up, maintenance and updates, and problem resolutions.

Provides service to the branch network by telephone and email relating to all aspects of electronic funds activity

Process a variety of routine financial report reviews including but not limited to : customer e-mails, pulling of daily system reports for review and follow up, marketing site correspondence, customer secure communication (portal provided by CSI), etc.

Processes Regulation E claims for ATM and debit card disputes

Handles card maintenance and all systems maintenance of cards, including instant issue card hardware, card stock, and production of cards

Prepares reports of statistical data reflecting network operational performance for executive management and the Board of Directors

Responsible for reporting any problems to AVP E-Banking and ensure proper follow-up actions are taken in response to customer complaints or system errors.

Works with vendors and outside service providers to ensure operational performance standards are maintained

Special projects leader and participant

Follow through and effectively apply rules and regulations, policies and procedures to all e- banking electronic funds management

Understand and navigate the operating system, teller and core and all other software required

Navigate proficiently through CSI platform including CSI Admin, the Intranet, Ipay, Merchant Capture, FINBOA and Ensenta.

Demonstrate advanced knowledge of products and services relating to electronic banking; including Positive Pay, Person to Person transactions, External transfers, Loan payments completed online, MX personal financial management tool, etc.

Answer questions or resolve complex technical problems on customer accounts

Resolve customer service problems in a timely manner to insure quality service

Monitor record retention for all e-banking programs

Support management positively with respect to sales and service programs

Assist AVP E-Banking at all branches with training and development of staff

Maintains the compliance / ADA aspects of the financial institutions marketing site and all aspects of the transactional web site

Responsible for the promotion of bank products and services via the financial institutions web site, remote banking channels, and customer visits

Establish, monitor, and service all online banking accounts; including minor setups, business setups, and consumer setups. Reporting and

Display and adhere to bank protocol regarding the Bank Secrecy Act and Anti Money Laundering Regulations in relation to specific job duties, including but not limited to the Red Flag Identity Theft Prevention program, OFAC, and reporting Suspicious Activity

All other duties assigned

Regular attendance at work

Required Skills / Abilities :

Excellent verbal communication skills.

Excellent math skills.

Trustworthiness and the ability to act with integrity.

Thorough understanding of customer service.

Education and Experience :

High school diploma or equivalent is required.

Previous customer service experience is preferred.

Physical Requirements :

Must be able to lift up to 50 pounds at times.

May need to stand for long periods of time.

Benefits : Paid time Off

Sick Time Off

Medical, Dental, and Vision

35,000 Employer Paid Life Insurance Policy

Voluntary Life, Short Term and Long Term Disability

Flexible Spending Account (FSA), Health Savings Account (HSA) Must Enroll into Medical Plan for Eligibility.

401k

Employee Stock Ownership Plan

Qualifications : To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The individual must complete the in house training program, or outside training program. Prefer two years bank experience. Prefer Customer Service Representative experience. Must have the ability to read and interpret documents such as Bank regulations, operating and maintenance instructions, and procedure manuals. Ability to operate standard office equipment, and have basic computer skills. Must have the ability to effectively present information orally, and respond to questions from customers internal and external. Must have the ability to prioritize, manage, and multi task. Strong problem solving and good Customer service skills are necessary.

Must meet FDIC standards and Bank requirements; must comply with all company policies, including its handbook, and maintain the ability to meet like standards and requirements throughout term of employment.

Affirmative Action / EEO Statement : Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, hair texture, hair type, or a protective hairstyle that is commonly or historically associated with race, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, wage rates, pay practices, employee activities and general treatment during employment. High Country Bank will endeavor to make a reasonable accommodation to the known physical or mental limitations of qualified employees with disabilities unless the accommodation would impose an undue hardship on the operation of the Bank. If you need assistance to perform your job duties because of a physical or mental condition, please let the VP of Human Resources know. High Country Bank will endeavor to accommodate the sincere religious beliefs of its employees to the extent such accommodation does not pose an undue hardship on the operation of the Bank. If employees wish to request an accommodation, they should contact the VP of Human Resources.

Any employees with questions or concerns about this policy or who experiences or observes any violation of this policy should report it immediately to the VP of Human Resources. High Country Bank prohibits any form of retaliation against individuals who, in good faith, report such matters or participate or cooperate in their investigation. If employees feel they have been subjected to any such retaliation, they should contact the VP of Human Resources. Violation of this policy including any improper retaliatory conduct will lead to discipline, up to and including termination. All employees must cooperate with investigations under this policy.

Salary : $20 - $28