Summary
In conjunction with the Deposit and Payments Strategist, responsible for maintaining, updating, and optimizing deposit and payments technology systems by working closely with the lines of business to ensure that the software is being utilized effectively. Provides training, tools, and ongoing support for users of our business banking related systems.
Job Duties:
- Serves as an “expert” in all business banking related software. Including, but not limited to Business Online Banking, ACH Origination, Online Wire Transfers, Positive Pay, Bill Pay, Real-Time Payments, Business Mobile Deposit and Remote Deposit Capture.
- Performs advanced customer service activities and initiatives for specialized products and services
- Supports a complex dedicated suite of business banking solutions, services a sophisticated client base, and supports internal and external customers
- Continually looks for efficiencies that can be utilized between all chosen technology solutions.
- Focuses on problem resolution that occurs across multiple channels for our customers
- Delivers exceptional service to customers
- Receives, investigates and responds to customer inquiries regarding business banking solution issues
- Through interaction with the customer, may recommend additional services that may benefit them or make a referral to a Treasury Management Officer.
- Assists with the resolution of complex or reoccurring issues, and identifies root cause and acts as an escalation point
- May interact with higher levels within the customer organization
- Ensures the protection of good customer relations in the handling of customer problems and assists other departments when they need information for resolving customer concerns.
- In person activities may occur periodically based on business need
- Demonstrates commitment to quality
- May serve as a trainer to the treasury management sales support team
- Responsible for improving and updating procedures and policies as related to above duties
- Adheres to all Federal and State laws and regulations, including the Bank Secrecy Act.
- Performs other duties as assigned by departmental manager.
Essential Functions
- Use of hands
- Vision
- Verbal Communication
Education and Experience
Education: High school diploma or equivalent, some additional education in banking and/or financial planning would be helpful.
Experience: Understands the business banking solutions with experience gained from a minimum of 2 to 5 years of business banking experience.
Skills: Excellent organizational, task management, communication (written & oral), interpersonal, and documentation skills. Must have an analytical and problem-solving mindset that can create efficient and repeatable systems.
Supervisor: Vice President, Deposit & Payments Strategist
Supervises: None
