Support Specialist I - eBanking

JOB TITLE: Support Specialist I - eBanking

DEPARTMENT: eBanking

REPORTS TO: eBanking Manager

FLSA: Non-Exempt

CATEGORY: Full Time

SHIFT: Monday – Friday 8:00am – 5:00pm

SUMMARY

Support Specialist supports the Online banking daily activities and processes. Also responsible for ensuring key daily operations and deadlines are met and completed. Provides a high level of client service support to all Summit Bank colleagues and clients. Assumes responsibility and is accountable for adherence to Bank policies and procedures, as well as all applicable state and federal laws and regulations pertaining to banking. 

ESSENTIAL DUTIES

1. Completes online banking maintenance, enrollments and support of various Online Banking Products: ACH Manager Transfers, Remote Deposit Capture, Mobile Capture, Positive Pay/Alkami, Stop Pays, Bill Pay, Online Wires, etc.
2. Provide client and colleague phone support for various products and services: ACH Manager Transfers, Remote Deposit Capture, Mobiliti, Mobile Capture, Positive Pay/Alkami, Stop Pays, Bill Pay, Online Wires, etc.
3. Remote Deposit Capture remote troubleshooting and installations.
4. Ensures all related paper and/or electronic file systems are maintained so that necessary documents can be found easily, and documentation is consistent, complete and available upon request.
5. Operate a computer terminal or personal computer to process account activity, determine balances and resolve problems within given authority.
6. Reinforces the application of superior client service by example, along with appropriate follow-through with involved clients, shareholders and colleagues.
7. Provide client and colleague phone support for various products and services. 

SECONDARY DUTIES

1. Completes all assigned Compliance Training. Maintains compliance with Bank’s BSA/AML policies and procedures.
2. Assumes responsibility for various department functions in the absence of staff members or in overload situations.
3. Maintains a proficient knowledge of all applicable banking rules and regulations.
4. Special projects or additional duties as assigned.

GENERAL

1. Provides excellent personal client service to all internal and external clients by treating people with respect; keeping commitments; inspiring the trust of others; working ethically and with integrity; upholding organizational values; and accepting responsibility for own actions.
2. Follows policies and procedures; completes administrative tasks correctly and on time; contributes to the overall profitability of the Bank through cost controls and expense monitoring.
3. Applies good judgment in decision making and sees beyond immediate assignments and acts on opportunities and problem areas.
4. Performs position safely, without endangering the health or safety to themselves or others and reports potentially unsafe conditions. 
5. Works according to established schedules, arriving on time and with a positive attitude.
6. Any other duties as defined by management.

QUALIFICATIONS AND DEMONSTRATED ABILITIES

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

1. High School Diploma or equivalent.
2. Proven ability to communicate and interact professionally with internal and external clients and work effectively as part of a team. 
3. Intermediate skills in computer terminal and personal computer operation; keyboarding, word processing, spreadsheet and specialty software programs. (QuickBooks/Quicken experience a plus)
4. Excellent organizational and time management skills to ensure maximum productivity and to meet simultaneous deadlines.

PHYSICAL REQUIREMENTS

1. Repetitive use of hands such as grasping, twisting/turning of wrists, and finger dexterity necessary to perform various clerical duties such as typing, writing, maintaining files and counting currency.
2. Occasional use of arms such as pushing/pulling to open and close drawers and cabinets.
3. Frequent walking to assist clients and staff members at various locations within the Bank.
4. Ability to sit and/or stand for extended periods of time at assigned station.
5. Ability to bend and/or reach, and to lift and carry up to 30 pounds.
6. Continuous clarity of vision at 20 inches or less for normal processing of work.