Digital Banking Services Supervisor E-Services

FARMERS TRUSTSAVINGS BANK

Job Title: e-Services Supervisor Department: e-Services Reports to: AVP Cashier FT/PT: Full-Time Exempt/Non-Exempt: Non-Exempt Job Location: Spencer, IA

Job Summary: The e-Services Supervisor will oversee and manage daily operations and tasks within the e-Services department. This position will be instrumental in educating employees and customers on new technology, electronic banking services, and related processes. The e-Services Supervisor will provide guidance and support to team members and will report to the AVP Cashier regarding escalated problems or concerns involving customer service, daily operations, fraud, and department conflicts. This position will also assist with identifying, investigating, documenting, and escalating suspected fraudulent activity while following established bank policies and procedures. The e-Services Supervisor will lead the e-Services team each day by providing direction, guidance, and support to ensure efficient operations and a high level of customer service. This is a fully onsite position and does not offer remote or hybrid work options.

Duties:

Customer Service and Product Support

• Provide prompt, courteous service to the clients of the financial institution and its affiliates, promoting professionalism, confidentiality, and the desire to assist.
• Responsible for processing applications and requests for changes and research related to ATM/MasterCard Check cards, Online Banking/Mobile Banking, EFT/ACH transactions, and any other services offered and/or managed by the Electronic Banking Dept.
• Aid the end-users as well as assist as needed on other projects where knowledge is needed.
• Educate and train customer and/or employees on electronic banking products.
• Processes and responds to action items and client communication generated online, as well as via email.
• Monitor, identify, and assist with the investigation and resolution of suspected fraudulent activity, following established bank policies and procedures and escalating concerns as appropriate.
• Processes Regulation E claims within time frames mandated by banking regulations.
• Processes wire/fund transfer requests for consumer transactions, participation loans and Federal Reserve Settlements.
• Lead set up and training for new e-Services Specialists including working with IT for account set up and maintenance.
• Collects, scans and indexes paper banking materials into Synergy for storage and research purposes.
• Responsible to adhere to applicable Bank Secrecy Act requirements.
• Back up all other functions in the department.
• Assist with any related task as requested, needed, or assigned.
• Participate in bank-sponsored events and training as required.
• Research problem transactions, file disputes, and make corrective entries as needed.

Other Responsibilities:

• Establishes a good image for the bank by being active and visible in the community.
• Demonstrate outstanding customer service by effectively helping customers achieve their financial goals that model our Core Values.
• Maintain the security and confidentiality of all customer information.
• Responsible to adhere to all policies and procedures established at Farmers Bank.
• Responsible to adhere to all banking regulations.
• Attend appropriate training sessions that could enhance your knowledge and skills in your position.
• Assist with any related task as requested, needed, or assigned.
• Participate in bank-sponsored events and training as required.
• Be alert to cross-sell other bank products when opportunities arise to assist customers.
• Participate in civic activities that enhance the bank, personal growth, and the community.
• Be responsible for loss prevention and security efforts in this position.
• All other duties as assigned.

Education:

• Bachelor's Degree in appropriate field of study or equivalent work experience in this field.
• Experience in a community bank is preferred, but not required.

Competencies:

Customer and Personal Service - Must understand the role of customer service in a community bank and financial services environment. Respond sensitively to the needs and priorities of the customer (both internal and external); recognize and take the appropriate action to meet their needs; cooperate in establishing an effective working relationship with customers to gain their respect and loyalty.

Company Image - Must possess a professional and positive company image.

Economics and Accounting - Knowledge of economic and accounting principles and practices, the financial markets, banking and the analysis and reporting of financial data.

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

Mathematics - Ability to add, subtract, multiply, and divide in all units of measure and ability to compute rate, ratio and percent is required.

Sales and Marketing - Knowledge of principles and methods for showing, promoting, and selling products or services. This includes marketing strategy and tactics, product demonstration, sales techniques, and sales control systems.

Technical Skills - Requires a basic understanding of how to operate basic Microsoft PC software and be proficient in Word and Excel. Must be competent in internet usage and be able to use the PC to gather information from core systems. Solid understanding of electronic banking processes and terminologies is helpful. Possess good typing and written communication skills.

Law and Government - Knowledge of laws, legal codes, court procedures, precedents, government regulations, executive orders, agency rules, and the democratic political process.

Administrative - Able to handle multiple tasks and meet required deadlines. This position requires strong organizational skills as well as good verbal and written communication skills. Must be a good listener and be able to follow directions. Must handle all customer and company information in a confidential manner. Be punctual in the job responsibilities.

Supervisory Responsibility - Carries out supervisory responsibilities in accordance with the Bank's policies and applicable laws, ensuring adherence to EEO guidelines.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to talk and hear. The employee is frequently required to stand and walk; sit; use hands to finger, handle, or feel objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise

level in the work environment is usually moderate. This position is exposed to the potentially hazardous condition of a bank robbery. The employee receives detailed instructions and procedures to be followed which help minimize the risks involved in case of a robbery.