Electronic Banking Specialist

Department:   Electronic Banking

Reports to:     Electronic Banking Supervisor

 

 

FLSA Status: Hourly

Grade: 05-06 depending on the experience and level of knowledge and responsibility.

 

 

Statement of Hire:

At the Bank of the Pacific, we are committed to delivering memorable service beyond the customer’s expectation, to include both external and internal customers. We consistently demonstrate our values through teamwork, open communication, integrity, honesty and respect for others. Additionally, we will maintain a professional appearance through dress, conduct and an orderly work area. A successful candidate will possess these qualities and be enthusiastic, professional and of high ethics. They will embrace our Mission, Vision and Values and actively contribute to our success.

 

Job summary:

Provide high-level customer service and support to consumers, small business customers and front line branch staff for Electronic Banking Services including Online Banking, Mobile Banking, Web Bill Pay, Telebanc, eStatements and ATM Debit Cards. Work closely with customers and bank staff to ensure effective communication in the implementation of services, training of end users, and promotion of the features and benefits of bank products and services. Provide technical support to customers as it relates to internet access to products and services and industry practices related to data security.

 

Principal Responsibilities:

1) Customer Service

a. Provide the highest quality of internal and external customer service in accordance to the Bank of the Pacific’s Service Plus Culture.

b. Serve as a role model of professionalism, including personal conduct, customer service efforts and personal appearance.

c. Perpetuate the Service Plus Culture by ensuring “Service Plus” standards are implemented in internal and external customer dealings.

2) Has a full knowledge of all electronic banking services and is able to assist internal and external customers.

a. Ability to execute a timely referral to the Business Online Banking Team Members and/or Regional Cash Management Representative.

3) Responsible for implementation, training and support of the following electronic products

a. Retail Online Banking

i. Process and complete the set-up for all consumer enrollments submitted through the website.

ii. Provide assistance via telephone, in-person or e-mail in response to customer inquiry or branch referral.

iii. Respond to or coordinate response to all e-mails received through bank website or online banking site.

iv. Assist customers with password resets and access problems

b. Web Bill Pay

i. Provide assistance via telephone, in-person or e-mail in response to customer inquiry or branch referral.

ii. Respond to or coordinate response to all e-mails received through bank website or online banking site.

iii. Assist customers with password resets and access problems

c. Telebanc

i. Provide assistance via telephone, in-person or e-mail in response to customer inquiry or branch referral

ii. Review daily exception reports

d. ATM Debit Cards

i. Review daily FIS Intercept ATM and Debit card system reports and viewpoint reports

ii. Perform ATM Debit card maintenance

iii. Assist branches in researching ATM and Debit card transactions

iv. Review monthly new card reissue report and ensure changes are made prior to card production

v. Support Oscare card re-pinning machines

vi. Provide assistance via telephone, in-person or e-mail in response to customer inquiry or branch referral.

e. Business Online Banking (DOE)

i. Process and complete Business Online Banking set-ups that have no cash management services.

ii. Provide assistance via telephone, in-person or e-mail in response to customer inquiry or branch referral.

iii. Respond to or coordinate response to all e-mails received through bank website or online banking site.

iv. Assist customers with password resets and access problems.

v. Refer Cash Management customers to the Regional Cash Management Specialist and or Business Online Banking Representative.

4) Support Electronic Banking Supervisor in other duties as assigned and provide back up to Electronic Banking department as needed.

 

Compliance:

All employees are accountable for compliance with all laws, regulations and adherence to established internal controls and procedures when performing their job duties. Each employee is expected to be familiar with the legal and regulatory requirements and internal controls affecting his or her job responsibilities. It is the affirmative duty of each employee to carry out these responsibilities at all times in a manner that complies with all applicable legal and regulatory requirements and internal controls. All employees shall be responsible for communicating upward, problems in operations, noncompliance with the code of conduct, or other policy violations or illegal actions. Employees must participate in required training on pertinent compliance laws and regulations as required by the Bank of the Pacific.

 

All employees will be committed to maintaining a high level of compliance with the Bank Secrecy Act and Anti Money Laundering, USA PATRIOT Act and Financial Recordkeeping regulations recognizing that all three acts are important tools in federal efforts to combat organized crime, terrorism and drug trafficking.

 

Education / Experience:

a) High School diploma or equivalent

b) One year on the job

c) Service-Plus Certified

d) Understanding of the bank policies and procedures

e) Completion of required BVS courses

 

Skills / Knowledge / Abilities:

● Strong analytical ability to use logic and reasoning to solve problems or issues.

● Willingness to adapt to change and ability to learn quickly.

● Above average technical ability to support products/services

● Proficient Internet Navigation

● Above average organizational skills.

● Proven ability to create priorities and to follow through on projects.

● Excellent attention to detail and accuracy.

● Ability to take ownership of client needs and provide excellent customer service.

● Ability to work independently yet closely with other staff.

● Excellent verbal and written skills to include interpersonal communication skills.

● Proficient Keyboarding skills.

● Proficient Microsoft Office Program skills (Word, Excel, PowerPoint, Outlook)

● Flexibility and eagerness to learn.

 

Working Conditions / Environment / Potential Hazards:

● General office environment

● May be necessary to work extended hours

● Periodic Travel required

 

Physical Requirements:

● Able to sit or stand for an extended period of time

● Able to lift up to 25 lbs.

● Able to work in cool temperatures

 

 

Click here to return to Career Center