EEO Classification: 5 Administrative Support Workers
JOB GRADE:E
HOURS: Regular full-time 40 hours
SUMMARY: Provide service to bank customers and support to retail and operational departments of the company by performing various duties and tasks related to bank operations, including bookkeeping, ATM and bank debit cards, wire transfers, electronic banking, ACH, data entry, and customer information files. Provides exceptional external and internal customer service by being consistently courteous, professional, accurate, timely, knowledgeable, and patient to the customer. Duties performed within the realm of bank regulations that protect the customers and the institution. Duties often performed within a strict deadline.
EDUCATION & EXPERIENCE:
High school diploma or equivalent
A minimum of three years of bank operations and/or electronic banking experience preferred.
Proficient in Microsoft Excel, Word and other computer skills
Experience with Jack Henry preferred.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Electronic Banking
Respond to customer inquiries and troubleshoot problems that arise daily which relate to online banking functions and transactions, ATMs, debit cards, telephone banking and other electronic products.
Knowledgeable in all aspects of fraud prevention and detection regarding all electronic services provided by the bank.
Verify outgoing wires following institution’s procedures including but not limited to: verification of funds available, verification of information on profile database, verifying signer’s transfer authority and calling the customer.
Verify outgoing securities originated from the Trust Department.
Coordinate all ATM and debit card accounts and reports, including set-up, maintenance, updates, limits, pins, daily settlement and general ledger reports.
Receive and transmit IDP files daily before appropriate deadline.
Download and reconcile daily ATM reports from Vantiv.
Perform remote ATM balancing, including identifying and resolving ATM out-of-balance issue.
Maintain a log of lost/stolen/captured ATM. Debit cards, create new cards and analyze and review captured cards.
Research and resolve customer disputes relating to ATM and debit card transactions in compliance with all financial institution and network regulations.
Process Reg E claims for ATM and debit card transactions.
Track monthly debit card fraud losses for board reporting.
Verify ATM/Debit card applications with card issuance reports and ensure activation of POS flags.
Monitor and verify ATM/Debit card applications with address changes.
Monitor ATM/Debit cards against closed account report.
Close and reissue any compromised Debit Cards and notify customers of the compromise and reissue.
Enroll customers in Mobile Check Deposit
Process fees and assist customers with P2P Payments.
Maintain log of Red Flag issues for fraudulent use of debit cards.
Process Online Banking applications and perform any necessary account maintenance.
Review Online Banking's Bill Pay for returned items, make necessary adjustments and balance Bill Pay settlement account.
Monitor large payments initiated through online banking.
CIF
Review, research, certify, ACH OFAC hits.
Verify CIP worksheets.
Know, follow and understand the standardized procedures and policies of CIF entry.
Handle questions, research, resolution, and follow-up between branch documentation and standardized CIF procedures.
Perform quality reviews of daily reports and information being inputted to verify accuracy of data and documentation compliance.
Maintain logs to ensure proper follow-up and timely resolution of necessary corrections and/or missing documentation.
Verify all CIF records for compliance with Red Flag Policy, TIN, OFAC and risk codes.
Forward completed documentation to appropriate department on a daily basis.
File all work daily following the record retention requirement of the department.
Respond to requests from retail staff for assistance with routine data entry procedure and questions.
Make manual entries for PNC securities on an appropriate date.
Verify CD checks against CD and IRA Forecast reports.
Maintain an updated register and prepare checks for mailing.
General Responsibilities
Process ACH origination files for online banking cash management customers.
Receive and Process ACH files from Fed.
Assist in successful operation of the Bank's electronic products and services by following written policies and procedures.
Knowledgeable in all electronic services offered by the bank.
Check and respond to Field and Main Banks Message Center including Global Mailbox and Online Banking.
Communicate and works with Deposit Operations, Retail Administration, Relationship Bankers, as well as other departments.
Scan and index all necessary documents in Synergy.
Proof various reports as required.
Assist Debit Card, Online Banking, Bill Pay and Telephone Banking users in resolving problems through diagnoses and discussion with the user and then taking the necessary steps to research, isolate and resolve the issue.
Assist in downloading, processing, and origination of ACH files
Create and send Substitute Check Re-credit Notice for customer claims.
Understanding of 4Sight POD image repository for research and adjustment assignments.
Make necessary address changes on Jack Henry per customer request or from USPS notification cards.
Check and download updated OFAC lists from OFAC website and uploads files to Jack Henry.
Assist with maintenance of various logs (Debit Card Fraud and Disputes, Red Flag, Research and Adjustment, Charge-off, etc.)
Support other team members by serving as back-up for other areas within Deposit Operations by being properly cross trained on functions within the department.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Other duties and responsibilities as assigned.
Knowledge, Skills and Abilities:
Ability to meet deadlines
Strong analytical skills
Strong interpersonal and customer service skills
Ability to work independently and in a team environment
Ability to work in an open office environment with interruptions
Accuracy and strong attention to detail
Proven problem-solving skills
Ability to efficiently operate standard office equipment such as computer, keyboard, printer, fax, copy machine, calculator
COMPETENCIES: To be successful in this position, an individual should possess and demonstrate the following competencies to perform the essential functions of this position.
COMPUTER SKILLS - Strong working knowledge of computer functions and general office programs, including Microsoft Excel and Word. Proficient in keyboarding. Ability to learn new technical skills and commitment to pursuing continuing education opportunities to advance technical skills.
INITIATIVE -Ability to determine a correct course of action based on knowledge, policies, and sound judgment. Takes proactive steps to accomplish tasks without specific direction. Seeks out and takes responsibility for additional work assessments. Seeks out new learning opportunities. Keeps supervisor informed on status of incomplete tasks. Ability to consistently make correct decisions based on sound judgment, job knowledge, job experience, and job training. Willingness to take responsibility for decisions. Keeps supervisor informed of decision and reason and base for the decision.
FOLLOW-UP - Completes assignments and tasks willingly, promptly, and efficiently. Responds with a sense of urgency to requests from customers, co-workers, and /or supervisor. Keeps supervisor informed of status of completed tasks.
COMMUNICATION SKILLS- Relates positively to customers, co-workers, and supervisors. Consistently keeps supervisor informed. Consistently demonstrates appropriate use of language expected in a professional work environment. Considerate and respectful of customers, co-workers, and supervisors by tone, volume, and mannerism used in communicating. Expresses thoughts clearly and proficiently in written and oral form. Maintains confidentially in all bank and customer related manners.
INTERPERSONAL RELATIONSHIP SKILLS - Works well with and along co-workers conveying thoughts, actions, and actions in a positive manner. Supports, accepts, and understands management and company directives and works to help achieve individual, departmental, and company objectives and goals with positive behavior. Consistently displays a willingness to cooperate. Receptive to suggestions for improvement. Strong sense of business propriety and decorum. Interacts and communicates with individuals at all levels of the organization. Dependable, consistently at work and on time, follows instructions, responds to management directions, and solicits feedback to improve performance.
TIME-MANAGEMENT - Ability to consistently display a sense of urgency in completing tasks and servicing customers’ needs. Ability to maintain accuracy and quality and of work as quantity of work increases. Organizes, prioritizes, and plans work activities and use of time efficiently. Effectively prioritizes duties and develops a system that triggers action in own workflow. Possesses ability to realize urgent nature of tasks assigned. Effectively uses the proper resources to maintain an organized, neat, and efficient work environment necessary for completion of duties in a timely manner. Demonstrates accuracy and thoroughness and monitors own work to ensure quality and quantity of work. Takes time to verify work and promptly correct errors. Maintains all the required and appropriate records necessary in the job.
ADHERENCE TO POLICIES and PROCEDURES - Understands the importance of adherence to bank policies in job related functions, employee, and banking issues. Maintains confidentiality of employee, customer, and bank information within and outside of the company. Actions and behaviors reflect positively on the company. Maintains highest level of honesty in handling customer, employee, and bank information.
ADA REQUIREMENTS: Work is performed in an open office setting; one must be able to concentrate and perform work in an area that will likely result in the interruptions of one's duties. May be required to lift items weighing up to 20-50 lbs.
This job may not be all-inclusive. Employees are expected to perform other duties as assigned or directed by management. Job descriptions and duties may be modified when deemed appropriate by management.