Deposit Operations Electronic Banking Specialist

Full-time position currently available in Quakertown, PA.

General Duties and Responsibilities

The Electronic Banking Specialist provides internal and external customer support through the use of CRM incidents, telephone, and e-mail of deposit operations products and services, specializing in those related to Electronic Banking including but not limited to, business and consumer online banking, mobile, bill pay, P2P, voice banking, remote deposit, positive pay, ATM's and Debit Cards, as well as other additional products and services that support deposit accounts or electronic banking services. Handles inquiries on a wide variety of Electronic Banking products and services., which often includes inquiries of a more complex nature. Responsible for the daily review of department activities to ensure compliance with policies and procedures. Responsible for supporting business online banking clients with best-in-class customer service. Builds internal customer relationships by being accountable for representing the department in a courteous and professional manner. Provide prompt efficient and accurate service with questions related to Deposit Operations. Takes personal initiative and is a positive example for others to emulate. Attends job-related seminars as directed by supervisor.

Electronic Banking Specialist Functions

• Research all questions, issues, and department-related needs as it applies to the various products, services, and functions supported by the Electronic Banking group while providing a high level of internal and external customer support.
• Possess advanced knowledge of electronic banking products and services to handle all types of CRM incidents and phone calls to support department workflow requests throughout the day.
• Specialize in the direct support of business online banking clients including management of new business enrollments and existing customer modifications to ensure setups are completed accurately and timely consistent with user Agreements. Provide hands on support for onboarding new customers and training of related services including, but not limited to user management, ACH, wire and RDC processing.
• Provide direct support to business and consumer customers related to various electronic banking services as needed. This may entail analyzing and using problem-solving skills to help troubleshoot an issue or providing training and guidance on using an electronic banking service.
• Assist with department projects and updating, maintaining, and testing various electronic banking platforms, along with updating department procedures and manuals as needed, including but not limited to JHA Silverlake, online banking, mobile app, P2P, Bill Pay and debit card testing, etc.
• Work directly with vendors as required to assist with resolving customer or systems issues. Provide suggestions for improvements to electronic banking related systems.
• Provide guidance/assistance in training department and branch personnel and preparing updated training and procedural reference materials.
• Maintain tools and reporting used for tracking and monitoring usage and risk related to electronic banking solutions.
• Review and reconcile various GL and/or CIF accounts related to Electronic Banking products and services. Make necessary adjustment entries to accounts as required to assist in the reconcilement process and maintain supporting documentation in accordance with reconcilement policy. Monitor these accounts for exceptions and irregularities. Forward accounts to management for review and approval.
• Supports Debit Card issuance, including investigating account history, verifying card order reports and processing card order batches.
• Process cardholder inquiries in compliance with Regulation E, including investigating disputed transactions, preparing network documents, initiating disputes using the network's online system, maintaining cardholder inquiry documentation, and preparing customer correspondence in a timely manner.
• Prepares and performs required card network reporting in accordance with network rules and timelines.
• Accurately completes input for new, or maintenance changes to, various account records or ancillary products. Examples include, but are not limited to, address changes, processing card orders and maintenances, online enrollments or modifications, bill payment enrollments or modifications, RDC, P2P, user maintenance, etc.
• Assist with department audit requests as needed.
• Maintain and fulfill all department regulatory requirements and ensure tasks are completed in compliance with the Bank's policies and procedures.
• Maintain awareness of and assist with record retention requirements prescribed by banking laws, ABA, and PBA recommendations.
• Complete assigned compliance training in a timely manner and demonstrate the ability to apply the training to all duties and responsibilities.
• Assume additional job-related duties as may be assigned.
  
  

Required Training, Experience, And Education

• Completion of high school, vocational training or equivalent, plus three years' experience in banking.
• Interpersonal skills to represent the Bank in a positive way in dealing with internal and external customer transactions.
• Strong reading comprehension, grammar, and arithmetic skills.
• Strong written and verbal communication skills demonstrating attention to detail. Proficiency in writing reports, emails and other professional documents.
• Banking experience in Deposit Operations or Electronic Banking Department
• Analytical and problem-solving skills
• Requires aptitude for both operational and customer service skills.
• Ability to learn new tasks and concepts quickly
• Fulfill QNB compliance in operations and security procedures by adhering to government regulations, QNB policy, and established procedures.
• Intermediate keyboarding skills.
• Proficiency with Office 365.
• Strong ability to organize and prioritize tasks.
• Must be flexible with hours - may be required to work extended evening or Saturday hours.
  
  

Desirable Knowledge, Abilities, And Skills

• Previous customer service experience.
• Previous knowledge of Word and Excel spreadsheets.
• Previous experience working with online banking solutions supporting Cash Management products including but not limited to ACH, wires, RDC and positive pay.
• Working knowledge of Jack Henry Silverlake system