DIGITAL & PAYMENT SOLUTIONS REPRESENTATIVE I

SUMMARY

This position will work with the digital banking and payments sector of the financial industry.  In this role, you will use excellent service and detail skills to monitor for and investigate suspicious activity, research and resolve customer issues, initiate various digital payments, and learn the key elements of a fast-paced, evolving area of banking.  Work is performed within the framework of standard operating policies and procedures; however, independent judgment and discretion is required in performing assigned tasks.  Deviations from normal procedures and/or questions are referred to the designated supervisor.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Provide expanded troubleshooting and problem resolution for products such as, but not limited to: debit cards, credit cards, online/mobile banking, mobile deposit, cash management, ACH, wire transfers, positive pay and remote deposit capture users.

Review new set-ups and maintenance to ensure accuracy and completeness of work as input by other team members.

Prepare reports, forms, correspondence, memoranda, spreadsheets, etc.; maintain files and records.

Complete and submit new customer paperwork.

Review fraud monitoring reports, alerts, and systems regarding initiated ACH and wire transactions.  Research and document alerts of such.

Review, respond, and forward email correspondence received in the bank’s generic inboxes.

Perform assigned, weekly, department operations tasks.

Attend meetings, training seminars, conferences, etc.; participates in professional groups and associations.

Cross sell digital and payment solutions products, as well as other bank products.

Perform backup duties for other digital and payment solutions positions.

Confidentiality is required in all phases of employment.

Comply with all banking regulations, policies and procedures.

NON-ESSENTIAL DUTIES & RESPONSIBILITIES include the following.  Other duties may be assigned.

Maintain education and professional expertise through attendance at job related seminars, conferences, and workshops. 

SUPERVISORY RESPONSIBILITIES

None.

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

Possess a four-year college degree from an accredited college, university or institution with the major area of study in business administration, finance, accounting, computer information systems, or other closely related field.  Formal education requirements may be substituted by the completion of an ABA (or equivalent) diploma or practical experience on a year-for-year basis.

Possess a minimum of two years of professional work experience in the area of customer service, retail banking, or comparable position.

LANGUAGE SKILLS

Ability to read, analyze and interpret general business periodicals, professional journals, technical procedures or governmental regulations.  Ability to write reports, business correspondence and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers and the general public both face-to-face and over the telephone.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

REASONING ABILITY

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.  Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form.

OTHER SKILLS AND ABILITIES

Must have the ability to operate the following equipment:  telephone, PC and printer, copy machine, calculator and fax machine.  Must have working knowledge of spreadsheet, word processing and database software programs.  Advanced PC knowledge.  Knowledge of ATM hardware required.

KEY CONTACTS -- Internal and External

Has frequent contact with all bank personnel, customers, non-customers and various vendors.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid driver's license.

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 this job, the employee is regularly required to talk or hear.  The employee frequently is required to walk; sit and use hands to finger, handle or feel.  The employee is occasionally required to stand; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and 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 accommodation may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

COMMENTS

Position requires some travel to attend various training, educational programs or other job-related events.  Position may require the ability to work before and/or after normal business hours.