Commercial Online Banking Support Specialist

Summary

The Commercial Online Banking Support Specialist’s primary responsibility is to provide support to the Bank’s commercial online banking customers and auxiliary treasury service products, such as ACH, RDC, MDC, Wire Transfers, Positive Pay (check and ACH), Bill Pay, and Admin functions. Coordination and collaboration with the team to ensure open treasury tickets are processed in a timely manner. Set a positive tone and sense of urgency to resolve customer issues by diving deeper into the problem and root cause then proactively seek a solution to improve the process.

Essential Duties & Responsibilities

• Perform assigned duties in accordance with the Bank’s Mission, Vision and Core Values; and provide the Bank’s customers with timely, responsive, and exceptional service in accordance with the Bank’s customer service standards.
• Be an expert in treasury management products and services; complete treasury services application, forms and agreements for customers and internal production team to facilitate depository services for business customers. Work with Branch Service support team to ensure customer is taken care of.
• Work with team to complete annual self-assessment project and monitoring customer activity. Address any identified business control issues with TMOs, RMs, and MPs.
• Process submitted treasury services tickets in a timely manner by following risk-based procedures are followed accordingly. Verify or validate other team member tickets.
• Provide internal and external support, to include direct contact with customers, initial set up, on-boarding, review, and maintenance of commercial banking services to include RDC, ACH, PP and MDC. Provide technical services for SCO set-up, downloading drivers, and working with customer IT department to troubleshoot issues.
• Assist with Credit Memo information analysis and risk rating of treasury service products. Any identified risk should be communicated to the branch service teams.
• Train on-boarding customers and performs quality control standards to ensure the customer understands security measures and expectations of service.
• As needed will assist with other tasks relating to supporting the department, such as troubleshooting customers online and mobile banking issues, and answering any customer questions regarding any of the electronic services products that the Bank offers.
• Supports production teams with timely and accurate responses regarding customer statuses to new access or changes to existing accounts.
• Educate and train treasury management customers in the risks and requirements of TM services.
• Assist in customer reviews of TM services; perform on-site reviews when needed.
• Investigate and analyze new TM products, services, and core system modules and forward recommendations to Senior Operations Officer.
• Maintain a thorough knowledge of bank policies and procedures, as well as keeps up-to-date on changes.
• Provide timely and responsive customer service.
• Perform other duties as assigned.

Required Qualifications

• Bachelor’s degree or minimum 2 years’ experience with electronic and / or treasury payments

Preferred Qualifications

• Time management, problem solving, and project management skills
• Basic math and technical programming skills
• Knowledge of treasury services products and services
• Knowledge of deposit policies and procedures
• Strong computer skills including Windows-based software, word processing and spreadsheet applications, internet usage, email, and bank software
• Commercial online banking knowledge experience
• Exceptional customer service experience
• Effective oral, written and interpersonal communication skills
• Ability to organize and prioritize tasks at an individual level under a variety of conditions and constraints with minimal guidance