POSITION SUMMARY: This position is the Bank’s expert and primary resource on all payment services and solutions, including but not limited to debit and credit card products and services, electronic file handling and ACH processing, and wire transfers.
KEY RESPONSIBILITIES:
Payment Services: Maintain customer account records accurately according to established Bank policy and procedures. Process and quality control all payment services timely and accurately. Assist branch personnel with inquiries as necessary. Recommend to the Payment Services Specialist Team Lead any changes in procedures as appropriate to maintain compliance with all regulations and improve efficiencies and the quality of customer service. Refer problems or unusual situations to the Team Lead or Deposit Operations and Payment Services Manager.
· Electronic File Handling: Process ACH files, pre-notifications, and returns and notifications of change on time and with accuracy. Review and release all customer originated ACH files to the Federal Reserve for posting. Review and release incoming and outgoing wire transfers in a timely and accurate fashion.
· Card Servicing: Order and instant issue cards for customers; Troubleshoot complex situations as necessary, ensure the timely and accurate processing of all Regulation E disputes, and accurately process all credit card payments. Process changes and requests to existing debit or credit cards as necessary according to established Bank policy and procedures.
Core System Processing: Send electronic statement notifications to customers and monitor the statements and notices printing status with the printing vendor. Monitor daily items processing tasks. Supervise and monitor start of day schedules for core processing. Monitor and complete end-of-day items processing, supervise the end of day schedules for core processing, and institution balancing.
Other Operations Tasks: As applicable, establish and maintain Bank Intrafi/CDARS relationships, process foreign currency orders, account and tax form corrections, and process check orders. When required, act as a backup for other deposit operations functions including, but not limited to: completing address changes, processing auto transfers and stop payments, various account maintenance, and other tasks on time and accurately and comply with all
Federal and State banking regulations and Bank policies and procedures related to these activities.
Support Bank products/services: Maintain knowledge of current KSB products and services. Actively utilize as many Bank products and services as possible in order to fully understand their features and benefits and to be able to communicate effectively with customers and prospective customers.
Community/public relations: Actively participate in community organizations and events. Represent the Bank in the community.
Other duties: Demonstrate reliable attendance and punctuality. Handle telephone inquiries and provide information to customers and other departments in a professional and courteous manner. Attend and participate in Bank meetings. Attend internal and external training to improve skills and knowledge relevant to the Payment Services Specialists.
Perform other duties as required.
POSITIONS REPORTING TO THIS POSITION:
· None
Requirements
EDUCATION/EXPERIENCE REQUIRED:
- High school graduate.
- 1 to 3 years’ experience in electronic banking, including a knowledge of Reg E and ACH rules.
- Experience on the Fiserv system is desirable.
- Proficiency in Microsoft Office is required, including Outlook, Excel and Word.
OTHER REQUIREMENTS:
- Must be able to prioritize and organize work flow; must have good attention to detail; must be able to handle multiple jobs.
- Must have the ability to analyze problem situations and determine appropriate options for resolution of the issue.
- Must be able use the telephone to converse with customers for extended periods of time; must be able to communicate clearly by telephone; must have good listening ability and skills.
- Must have a high degree of ethics and maintain confidentiality of customers and accounts.
- Must be friendly, courteous and sensitive to the needs of customers and coworkers.
- Must be able to lift files and other documents of approximately 20 pounds.
- Must be able to read and work with computer reports.
- Must be able to stand or sit for extended periods of time.
- Must be able to spend extended periods of time operating a computer keyboard and working at a computer monitor.