eBanking Specialist

SUMMARY:

As an E-Banking Specialist, you will be responsible for providing high-level customer service for, Digital Banking Services, such as online banking, mobile banking, mobile check deposit, business banking, cash management products, bill pay, Zelle, and online account opening. You will also maintain online accounts, process reports, perform quality control and other administrative tasks. You will participate in ongoing project-related work, such as testing and updating internal procedures, in support of application installations, upgrades and new product offerings. 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 and mobile banking platforms including, but not limited to, login issues/password resets, navigation in browser and mobile apps, browser support, account inquiries, bill pay, e-statements, remote deposit and business banking 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 ongoing support for additional e-Banking services, including but not limited to Business Banking, ACH Origination, Merchant Capture (RDC) and Positive Pay. This includes document preparation, system maintenance after signed document collection and archiving documentation.
Quality Control review and archive (scanning) of 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 other daily 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 online banking development team as needed.
Recognize when there may be a system issue or outage and communicate that information to supervisors and co-workers immediately. As directed, open tickets with third-party vendors as needed and monitor for follow-up.
Demonstrate proficiency with WebWise Administration, Bill Pay, web messaging, Zelle, mobile deposit and all third-party vendor sites to assist customers efficiently and trouble-shoot issues. Demonstrate judgement in identifying when a customer may be involved in fraud/identity theft, computer hack or a scam, and bring to the attention of a supervisor.
Assist in testing of new e-banking products and enhancements, including but not limited to desktop and mobile platforms, third-party or ATC websites.

Follow phone verification procedures for customers. Demonstrate how to verify a business banking user and how to handle requests from those users who may not be a signer or have a customer profile.

File Identity Theft reports on The Hub and place account alerts, as needed. Communicate with branches if a customer will need to open new accounts after identity theft. Send alerts to branches using Teams channel as instructed.

*Other duties may be assigned.

EDUCATION and/or EXPERIENCE:

Proficient with Microsoft Word, Excel and Teams, Outlook email, browsers and use of a smart phone.

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.