Basic Function: The Operations CSR performs a variety of operational, administrative, and customer support duties related to the Bank’s electronic banking services. They are responsible for supporting consumer and business online banking platforms, and electronic payment services. Ensures compliance with Bank policies and regulatory requirements, and effective collaboration with customers, staff, vendors, auditors, and regulatory agencies to support the delivery of electronic banking services.
Essential Duties:
1. Customer Service and Staff Support:
- Consistently deliver outstanding customer service, anticipating customer needs and going above and beyond to ensure a seamless and memorable experience.
- Answer incoming phone calls from customers and staff. Direct incoming calls to the appropriate staff and/or provide customer support.
- Interact with other departments in resolving operational issues.
2. Consumer Electronic Banking Services:
- Consumer Online and Mobile Banking – assist users with enrollment and login issues, review reports, monitor transaction activity, troubleshoot operational issues, review new product releases.
- e-Pay (Bill Payment), Zelle and TransferNow External Transfers – monitor transaction activity, research, troubleshoot customer issues.
3. Business Electronic Banking Services:
- Business Online and Mobile Banking – review new client set up and new user agreements for accuracy, set up new clients and users, add and remove additional services as needed, review new product releases.
- Business e-Pay – monitor transaction activity, research and troubleshoot customer issues.
- ACH Origination, Remote Deposit Capture, Positive Pay and Wire Manager – review agreements, set up new customers, monitor and log transaction activity, resolve over-limit exceptions timely, troubleshoot customer issues.
4. System Administration & Product Support:
- Learn and assist with transition to new online/mobile banking platform.
- Develop and maintain procedures for various assigned duties.
5. Records Management & Administrative Duties:
6. Audit, Compliance & Regulatory Responsibilities:
- Prepare information for third party audits and examinations.
- Ensure compliance with Bank policies and procedures, as well as Federal banking laws, rules and regulations, including, but not limited to: monitoring for OFAC, adhering to BSA/AML/OFAC/CIP policies and procedures.
- Information Security Compliance – Actively contribute to the protection of confidential information, data, and systems. Adhere to established security protocols, remain alert for suspicious emails, message or links, and promptly report any suspected phishing attempts to the designated security contact.
Additional duties as assigned.
Knowledge, Skills and Abilities
- Advanced computer skills-proficiency in Word and Excel
- Excellent attention to detail, strong organizational skills
- Must be a self-starter and display initiative
- Time management with the ability to work efficiently to meet deadlines
- Good verbal and written communications skills, pleasant telephone manner
- Ability to adapt to change
- Ability to interact with staff members at all levels
- Ability to manage multiple priorities
- The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.
Training and Experience
- High school diploma or equivalent required.
- Two years’ experience in financial institution operations, preferred.
Physical Requirements
Physical requirements of this position include, but are not limited to:
- Sitting/Standing/Walking: Approximately 85% or more of time is spent working at a desk. Balance of time (15%, or “occasionally”) is spent moving around work areas. Stair climbing daily.
- Speaking/Hearing: Clear dictation and acute hearing are necessary for effective and frequent (up to 75% of work time) communication with co-workers, customers, and outside agencies, by telephone and in person.
- Vision: Ability to effectively use a computer screen and to interpret printed materials, memos and other appropriate paperwork, 85% or more of work time.
- Lifting/Carrying: The ability to transport files, office supplies, and lifting up to a weight of 35 lbs. and occasionally, up to 50 lbs.
- Stooping/Kneeling: The ability to access files and supplies, with occasional stooping or kneeling.
- Hours include 7:45am start times.
Benefits Include
- Paid Vacation (2 weeks – will grow with years of service)
- 40 hours Sick Leave (prorated for year 1)
- Paid Personal Leave (16 hours-prorated after year 1; will grow with years of service)
- Health/Vision/Dental benefits (individual or family/rates based upon selection)
- 401(k) after 90 days of service, via quarterly entry w/ Company match after 1 year (quarterly entry)
- Paid Federal Holidays
Equal Employment Opportunity and Affirmative Action Employer
EOE/Veterans/Disabled/LGBT
Job Type: Full-time
Pay: $17.00 - $20.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
Shift:
Work Location: In person
