Description

Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities

JOB SUMMARY:

Serves as a specialist of consumer digital banking products, providing first line support for technical issues, including end user browsers, operating systems and devices, and second tier support of general inquiries.

EDUCATION/EXPERIENCE REQUIRED:

* Two years of college or specialized course of study or equivalent work experience

* Minimum two years' experience in direct customer service and working with online banking products

* Experience and skill in professional customer interaction

QUALIFICATIONS/SKILLS REQUIRED:

* Excellent written and verbal communication skills

* Proven strength in organization, time management and interpersonal skills

* Proven customer service and resolution skills with exceptional attention to detail

* Problem solving and analytical skills

* Technical aptitude for troubleshooting system-related issues

* Advanced proficiency in Windows, Word and Excel

* Knowledge of Central Bank products preferred

* Knowledge of various operating systems and mobile devices preferred

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

1. Provides first tier technical support, troubleshooting issues with OS (operating system), browsers, devices and system/product anomalies and bill pay services research, opening cases with vendors as needed.

2. Provides second tier assistance for general inquires of Digital Banking products including out of band and other authentication related issues and questions. Maintains a general knowledge of the commercial and business online banking products and business mobile.

3. Executes KYC (Know Your Customer) and call back procedures to assist customers with payment holds, suspensions, and inquires, reports scams and fraud to the Financial Intelligence and Security business unit.

4. Monitors digital banking products, systems, services and features for availability. Works directly with vendor on immediate resolution of system outages. Uses case management systems to report, track and resolve issues.

5. Reviews iPay bill payments for insufficient funds each day working with account officer on insufficient funds decisioning and cancelling business bill payments as needed before 12:30 in support of the Good Funds Bill Pay model. Logs iPay daily payments.

6. Performs research on inactive consumer accesses and deactivates according to procedures.

7. Works with retail, loan, and credit card departments to resolve payment and external transfer charge backs/returns. Processes returned mail disabling access to comply with Security standards.

8. Validates ACH file loads, resolving all issues to avoid potential losses by reviewing prefunding exceptions, suspended files, split files, and failed file delivery. Works with Corporate Services, third party vendor, account officer or customer for resolutions.

9. Validates authenticity of all wires initiated through Commercial Online Banking and notifies the wire department. Submits the released wire report to the wire department requesting confirmation. Works with vendor, manager, Tech Services and Corporate Services to resolve any wire issues.

10. Collects and reviews prior day CentralNET, CentralMOBILE and bill pay enrollments, updates core and generates security welcome packages.

11. Reviews daily transfer logs, contacting users as needed, identifying potential system outages. Captures mobile deposit statistics, daily payment history details, CSR audit logs, stops and proof of payments statistics and tracks bill pay cases requiring action, payment research and returns risk overrides following up with team on resolutions as needed.

12. Responds to all customer inquiries on all digital banking products, received via in-product messaging and emails, researching and escalating as needed.

13. Provides monthly Zelle reports to the Financial Intelligence and Security Director.

14. Cross trains on other department job duties. Completes other department duties on an as needed bases such as ACH, wire and mobile deposit limit adjustments and same day ACH request.

15. Performs other duties as assigned.

BENEFITS:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Vacation
• Paid Holidays
• Employee Stock Ownership Plan
• 401k Plan
• Flexible Benefit Plan
• Voluntary Life Insurance
• AD&D Insurance
• Discounted Banking Services
• EAP (Free counseling sessions)
• Discounted AAA Membership
• Fitness Discounts
• Vacation Purchase Plan
• Interest-Free Computer Loan
• Interest-Free Fitness Equipment Loan
• Service Awards
• Attendance Awards
• Funeral Leave
• Subsidized Parking (Downtown)
• Sick Leave
• Educational Assistance Program
• Employee Wellness Program
• Dell Computer Discount
• Discounted Tickets
• Cell Phone Discount
• Jeans days to benefit local charities
• Paid Identity Theft Protection
• New Hire Incentive (for hourly employees)
• Personal Day
• Birthday Holiday
• Wedding Days
• Appointment Time
• Long Term Disability
• Life Insurance (2x salary)

PI280610615