JOB SUMMARY

Responsible for the primary system and customer support of the EFT services area, which includes the following: Online Banking applications, ACH set up, Merchant Capture set up, Bill Payment, Positive Pay and Wire Transfer.

ESSENTIAL DUTIES

Answers incoming telephone calls and provides support and customer service for Online Banking customers to solve routine software, hardware and procedure problems. provides internal and external support of all Electronic Banking issues.

Proactively observes monitors and reports servicing deficiencies drives identified changes, tracks and maintains any outstanding Electronic Banking issues until resolved.

Performs setup of new customers in Cash Manager application; maintains the service fee plans and service levels in Cash Manager application.

Performs ACH risk monitoringadds and makes changes to customer status or information; performs ACH and Wire customers annual review; Participates in the Merchant Capture Services product development, pricing and service standards; product knowledge , and maintenance of Merchant Capture application for bank customers.

Establishes and measures the effectiveness of the Merchant Capture policy and procedures; develops and implements any related bank policies and procedures to ensure compliance with the Merchant Capture Program requirements.

Ensures compliance with all related laws and regulations; supports an independent audit of the banks Merchant Capture Program; periodically reports the status of the program to senior management.

Reviews Closed Account reports to identify and maintain Merchant Capture, retail web banking and Cash Manager, bill payment and e-statement accounts daily; performs maintenance to affected applications; maintains reporting and tracking logs.

Ensures that all users are following correct electronic banking/information security procedures; performs basic security functions as required.

Views Retail Web Banking and Bill Payment statistical data reflecting network operational performance, prepares reports as assigned; reports servicing deficiencies to ensure ongoing evaluation and improvement.

Interacts with supervisors and managers to determine requirements for new or modified software and hardware; reviews and tests any new enhancements.

Updates Bank Operational Manual, policies and procedures as needed; communicates changes throughout the bank.

Supports the e-statement delivery.

Serves as backup to other department associates.

Monitors possible fraud/suspicious activity for both ECOM and ECORP users through Guardian Analytics.

ADDITIONAL RESPONSIBILITIES

Attend seminars and meetings as appropriateMaintain knowledge of all Cash Management guidelines for ACH, NACHA, wires, etc.

Maintain confidentiality in accordance with the Code of EthicsAdhere to established security proceduresParticipate in proactive team efforts to achieve departmental and company goals.

SUPERVISORY RESPONSIBILITIES

No supervisory responsibilities

KNOWLEDGE, SKILLS, AND ABILITIES

Customer and Personal Service Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

English Language Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Sales Knowledge of principle and methods for promoting and selling products or services. Communication Excellent interpersonal communication skills, both oral and written.

Speaking Talking to others to convey information effectively.

Clerical Knowledge of administrative and clerical procedures and systems such as word processing, spreadsheets, managing files and records, and other office procedures and terminology.

Banking-- Knowledge of financial industry and bank dynamics, and a thorough knowledge of banks products and services, and bank security and transaction policies.

Critical Thinking Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Monitoring Monitoring/assessing performance of yourself to make improvements or take corrective action.

Law and Government Knowledge of laws, government regulations and risk issues concerning Online Banking processing, Merchant Capture, Wires, Positive Pay and ACH.Bank Secrecy Act In the performance of all the respective tasks and duties, employee will maintain knowledge of Bank Secrecy Act regulations and all other regulatory, security and bank policies and procedures.

EDUCATION AND EXPERIENCE

Associates Degree or equivalent.

Minimum two to five years of bank-related experience.

Or equivalent combination of education and work experience.