This position manages the day to day activities around the deposit, digital and Cash Management products and services that the bank's end customers rely on to handle their business needs and financial management. This team handles a wide array of products for both the consumer and business customer base of the bank including online banking, ACH, remote deposit, mobile applications, Positive Pay and other Cash Management systems and products. This would include onboarding of new customers and businesses as well as management and support of existing customer accounts and services. This position will provide direct customer support to customers and needs to have an excellent customer service attitude and work ethic.
Essential Functions:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Handles inquiries from customers and other departments within the bank with excellent customer service skills as well as efficiently and accurately from various communication channels.
Level one technology customer support for Cash Management products.
Provide Cash Management support to internal and external customers.
Performs implementation of various Cash Management services including Online Banking, ACH, Wires, RDC, Positive Pay, Account Analysis and sweeps, among other services.
Provides assistance in training customers and Bank personnel on the various services and products that the team manages.
Assists in the coordination of gathering materials and requests for Cash Management products.
Installation and support of Remote Deposit Capture scanner machines.
Collaborate with the Cash Management Sales team on products and processes.
Manages maintenance and change requests from customers efficiently and accurately.
Proactive with customer issues or system maintenance issues.
Identify system issues and open tickets with the vendor for support.
Helps in the coordination and support of audits and examinations.
Maintain current procedures for products.
Performs a variety of routine tasks, reviews reports, prepares correspondence and participates in special department projects.
Look for ongoing process improvements.
Help process and produce monthly usage/billing reports for various products and services.
Provides backup to for all deposit operations functions as necessary.
Performs other such duties as requested.
Competencies:
ENB Operational and Functional Competencies
Required Education and Experience:
High School diploma or its equivalency
1-2 years of Banking experience required
1 year of Cash Management Operations preferred
Strong attention to detail and the ability to adapt to new products and technologies quickly
Must be able to communicate effectively with customers, other financial institutions and or internal team members to answer questions and resolve issues or concerns
Knowledge of online banking and other digital products and services preferred
Excellent communication and interpersonal skills.
Excellent presentation and sales skills are critical.
Results driven.
Customer/client focused.
Independent decision-making skills
Supervisory Requirements:
This position has no supervisory responsibilities.
Work Environment:
This job operates in a professional work environment. This role routinely uses standard office equipment such as computers, monitors, mouse, keyboard, phones, printers, scanners, photocopiers, filing cabinets, calculator, and fax machines.
Physical Demands:
Ephrata National Bank promotes an equal opportunity workplace, which includes reasonable accommodations of otherwise qualified disabled applicants and employees. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision required by the job includes close vision, distance vision, and ability to focus. While this position is primarily sedentary, the employee is frequently required to stand, walk, use hands to finger, handle or feel objects or controls, reach with hands and arms, bend, balance, stoop, kneel, and crouch. The employee must be able to lift and/or move up to 25 pounds including standard computer and copy paper boxes, and must be able to open and close filing cabinets and drawers.
Position Type and Expected Hours of Work:
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 a.m. to 5 p.m. Flexibility of schedule to meet business needs is required.
Travel:
This position may require travel.
EEO Statement:
Ephrata National Bank supports a diverse workforce and is an Equal Opportunity Employer. It is the policy of Ephrata National Bank to provide equal employment opportunities without regard to race, ethnicity, color, religion, sex, national origin, age, disability, marital status, covered veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic applicable under law. The bank complies with all relevant federal, state, and local laws, as well as, all regulations regarding nondiscrimination.
This job description reflects management's assignment of essential functions and position responsibilities. Nothing in this job description restricts management's rights to assign or reassign duties and responsibilities to this job at any time. The employee is expected to adhere to all of Ephrata National Bank's procedures and to act as a role model in the adherence to bank policies.