Deposit Operations Electronic Banking Representative

The Deposit Operations Electronic Banking Representative provides internal and external customer support of deposit operations electronic banking products and services through the use of CRM incidents, telephone, and e-mail. Process inquiries, requests and maintenance on a wide variety of electronic deposit services including but not limited to, ATM's, Debit Cards, consumer and business online banking, mobile, bill pay, P2P, voice banking, remote deposit, positive pay, and merchant services as well as other additional products and services that support deposit accounts. Responsible for the daily review of department maintenance activities to ensure compliance with policies and procedures. Build 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 Electronic Banking in a dynamic environment. Take personal initiative and be a positive example for others to emulate. Attend job-related seminars as directed by supervisor.

Electronic Banking 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.
• Possess 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.
• Perform enrollments, maintenance, review, and analysis of consumer and business electronic banking services and transactions. These include but are not limited to online and mobile banking, bill pay, remote deposit, ACH, wire, estatements, debit cards, positive pay, and merchant services.
  • Use various systems to accurately complete enrollment and maintenance requests.
  • Review enrollments and maintenance on various reports for accuracy. Contact branch, department staff, or customer directly as needed to clarify issues and/or confirm enrollment or maintenance completion.
  • Complete requested enrollments and maintenance timely and accurately.
  • Review and ensure appropriate documentation has been completed to support all requests, forms are accurate, scanned and made available in the document imaging system. This may include review of legal documents prepared by the customer's attorney and/or accountant.
  • Add and maintain list of pending information and/or documentation for each branch.
  • Analyze various electronic banking transaction activities and reports for possible risk and fraud issues that may require action.

• Provide direct support to consumer and business 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.
• Processing 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.
• Reviewing and reconciling various GL and/or CIF accounts related to Electronic Banking products and services. Makes necessary adjustment entries to accounts as required to assist in the reconcilement process and maintains supporting documentation in accordance with reconcilement policy.
• Prepares and performs required card network reporting in accordance with network rules and timelines.
• Perform manual indexing of scanned documents that are not automatically readable by the document imaging system to ensure they are available for viewing.
• 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.
• 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 demonstrates the ability to apply the training to all duties and responsibilities.
• May be requested to perform duties as a backup for the Courier/Mailroom Receiving Clerk as necessary.
• Assume additional job-related duties as may be assigned.

REQUIRED TRAINING, EXPERIENCE AND EDUCATION:

1. Requires basic reading, writing, and arithmetic skills. Completion of high school, vocational training, or equivalent.
2. Interpersonal skills to represent the Bank in a positive way in dealing with internal and external customer transactions.
3. Familiarity with and experience using Electronic Banking products and services.
4. Analytical and problem-solving skills
5. Requires aptitude for both operational and customer service skills.
6. Ability to learn new tasks and concepts quickly.
7. Strong keyboarding skills.
8. Strong knowledge of, and experience using, Microsoft Office applications.
9. Strong organizational skills
10. Fulfill QNB compliance in operations and security procedures by adhering to government regulations, QNB policy, and established procedures.
11. Must be able to lift and maneuver 10-pound cartons/boxes.
12. Must be flexible with hours - may be required to work extended hours.
13. Must have own vehicle to use.
14. Must have a valid PA driver's license and have proof of insurance.

DESIRABLE KNOWLEDGE, ABILITIES AND SKILLS:

1. 1-2 years prior Banking experience, preferably in a Deposit Operations or Electronic Banking department.
2. Working knowledge of Jack Henry Silverlake system.
3. Excellent Microsoft Office applications skills.
4. Previous customer service experience.
5. Working knowledge to support Electronic Banking products and services.