eBanking Specialist

SUMMARY:

As an E-Banking Specialist, you will be responsible for providing high-level customer service for online banking and e-banking services, by phone, in-person and through written communication. You will also maintain online accounts, process reports, perform quality control and other administrative tasks. This position will require exceptional internal and external customer service skills, strong writing skills, the ability to efficiently multi-task and communicate effectively.

ESSENTIAL DUTIES & RESPONSIBILITIES:

Provide phone support for online banking including, but not limited to, login issues/password resets, navigation, browser support, account inquiries, bill pay, e-statements, remote deposit, mobile and cash management services.

Answer secure web messages and email from customers, which may include interaction with various departments, extensive follow-up, and written communication with customer.

Provide support for branches and other departments assisting with use of Web Wise Administration, login issues and customer inquiries.

Maintenance customer accounts in HORIZON to enable online access.

Quality Control review and archive new Web Wise applications and maintenance changes completed by other employees.

Daily tasks and monitoring reports – including but not limited to review of Bill payments, bill pay enrollments, open and closed accounts, restricted accounts, e-statement enrollments, new online enrollments, loan payment reports and related maintenance tasks.

Review and process new online deposit account applications, including review and approval of customer application, account opening, funding, logging, online access and customer correspondence.

Communicate issues and customer requests to supervisor. As directed, open tickets with third-party vendors as needed and monitor for follow-up.

Provide support and maintenance for additional e-Banking services, including but not limited to ACH services, Merchant Capture (RDC) and Positive Pay.

Onboard new ACH Originators, Merchant Capture and Positive Pay customers.

Onboard new Business Banking Customers.

Assist in testing of new e-banking products and enhancements, including but not limited to desktop and mobile platforms, third-party or ATC websites.

Demonstrate proficiency with e-Banking Administration site and all third-party vendor sites to assist customers efficiently and trouble-shoot issues.

Assist with projects related to new product and system implementations.

• Other duties may be assigned.

EDUCATION and/or EXPERIENCE:

EDUCATION/EXPERIENCE REQUIREMENTS: High School Diploma or GED equivalent, minimum of 2 years of banking experience.

LICENSE, CERTIFICATIONS, ETC.: None.

Experienced user of mobile and e-Banking products.

Must be comfortable working with multiple third-party systems and websites.

Experience in customer support roles.

Able to work independently.

Able to multi-task and handle multiple priorities.

Possess problem-solving skills.

Proficient with Microsoft Word and Excel, Open Office, email, browsers and use of a smart phone.

Strong interpersonal relationship skills and the demonstration of effective listening and communication abilities are highly recommended.

PHYSICAL DEMANDS:

Must be able to hear well enough to communicate with customers, co-workers, and outside bank personnel.
Communicate Orally.
Normal daily physical activities to include: walking, standing, sitting, stooping, bending, pushing, and pulling.
Must be able to read reports and use computer.
Occasionally will lift 20-30 pounds (files, cash drawer, etc.)

Adirondack Trust is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex, transgender status, gender identity, gender dysphoria, sexual orientation, national origin, physical or mental disability, protected veteran status, marital and familial status, domestic violence victim status, known relationship or association with any member of a protected class or other characteristics protected by applicable law.