At Mercantile Bank, we are dedicated to our Customers, Employees and Communities. Our exceptional team members are committed to maintaining an environment of personal growth and development while providing professional and personalized service to customers and supporting our diverse communities.
Employees are our most valuable asset! If you have an interest in joining a team that operates with INTEGRITY and PURPOSE, consider Mercantile Bank as a potential employer.
SUMMARY
We are looking for candidates with financial institution and/or technical software expertise to join our Digital Banking Payments and Operations team. The ideal candidate is an exceptional problem-solver with a positive attitude and excellent communication skills, seeking professional growth within an innovative financial institution. Under the direction of the Digital Payments and Operations Manager, this position provides administrative support and is the subject matter expert to the Digital Banking Team and general operational functions. You will play a key role in supporting the day-to-day operations of all digital payments related platforms. You will assist with all aspects of online banking, providing support to both internal and external customers.
You would be eligible for a full benefits package that includes medical, dental, vision, a flexible spending account (FSA), 3 weeks paid vacation, sick time, life insurance, a 401(k) with a match at 100% up to the first 5% of your contribution, discounted bank services, adoption assistance, exceptional training and development opportunities, and more!
JOB DUITIES
- As the Tier II escalation lead and subject matter expert you will provide consistent and accurate customer service for all digital products and services customers.
- You will have a full understanding of how to balance, process, set up and handle all operational aspects for digital payment channels (ACH, Wire, Bill Pay, Remote Deposit). You may take the lead on the most complex set ups.
- You will research payments requiring further attention and communicate with other financial institutions where applicable.
- Complete payment channel limit reviews and request new limits based on historical trends.
- Responsible for fraud review of multiple payment channels. Escalate and communicate to the appropriate teams and provide required documentation for other Financial Institutions if necessary.
- Participate in disaster recovery and upgrade testing for various platforms.
- Follow policies and procedures to maintain the security/risk balance inherent in the various payment channels.
- Assist with training and mentoring Digital Banking operations staff and maintain training documents.
- Assist Product team with testing new products and services.
- Serve as primary back up for Digital Banking operations staff.
- Assess and make recommendations for process automation opportunities.
- Assist in preparation and research pertaining to auditing, examinations, and monitoring requests.
- Assist with projects as assigned by the Digital Payments & Operations Manager.
QUALIFICATIONS
- 5 years of digital payments experience.
- 5 years banking experience.
- A bachelor's degree, or achievement of formal certifications recognized in the industry as equivalent to a bachelor's degree (e.g. information technology certifications in lieu of a degree). Equivalent job-related education and/or experience will be considered if the necessary knowledge, skills and abilities to perform the functions of the job are proven.
- Working knowledge of iPhone, iPad, Android phone and Android tablets to provide customer phone/technical support for Online and Mobile Banking, and Remote Deposit software used by customers.
- Should be familiar with digital payment related regulations including Reg E, OFAC, and Uniform Commercial Code Article 4A.
- Knowledge of the NACHA ACH Operating Rules.
- Professional certification in the payments channel.
The Senior Digital Payment and Operations Specialist would also love, and embrace, change, be able to think through a problem considering all of the little details and have great communication skills!
We believe embracing human diversity makes us a better bank. We know it makes us better people.
Employees with dissimilar backgrounds, perspectives, opinions and lifestyles help us understand the motivations and desires of our many different customers. Thus, we will strive to maintain a workforce that reflects the increasing diversity of the communities we serve by ensuring equal employment opportunity for all persons without discrimination on the basis of race, color, religion, sex/gender (including gender identity), national origin, age, height, weight, disability, medical condition, genetic information, sexual orientation, disabled or Vietnam era veteran, other forms of military status, marital status, or other protected characteristics.
