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Park State Bank
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eBanking & ACH Support

Hours: Varies 8:00am - 5:00pm Monday - Friday
Location: To Be Determined
EOE/F/M/Disabled/Veteran


POSITION SUMMARY:

The eBanking Support position is responsible for serving customers accurately and efficiently through multiple delivery channels regarding electronic banking products. Performs all functions in a manner which aligns with the bank’s mission of enhancing our customer’s financial lives and becoming their preferred financial partner. The eBanking Support should possess a strong commitment to providing excellent service to the bank’s customers and employees.


PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES:

  1. Displays exceptional customer relation skills both internally and externally by handling issues at point of contact, utilizes good follow through, and remains professional at all times
  2. Researches and resolves electronic banking issues.
  3. Authenticates customers requesting OLB access and pin resets in an effort to mitigate fraud.
  4. Monitors online banking behaviors and transactions in order to identify fraudulent activity in an effort to safeguard the customer and the bank against losses.
  5. Participates in the team environment displaying community/bank involvement, shares success stories, and remains professional with co-workers
  1. Have a thorough understanding of ACH systems to assist in resolving issues and deterring future problems from occurring as well as provide employee and customer support in regards to ACH processing.
  2. Have a thorough understanding of and adhere to ACH processing procedures, rules, regulations, and policies to ensure no monetary loss to the bank and/or a decrease in customer confidence and trust in our company.
  3. Assists with educating employees on electronic banking products in order to assist customers who open electronic accounts or need assistance with electronic banking products.
  4. Learns or trains in other skill-sets as needed.
Other duties may be assigned.


ROLE QUALIFICATIONS:

Education:

  • High school diploma or equivalent

Experience:

  • Must have excellent written and oral communications skills in order to work effectively with staff and customers. Must be organized, self-motivated and be a team player.

  • Must have excellent communication skills, both verbal and written

  • Must have knowledge of bank electronic banking products and services.

  • Must have basic knowledge of deposit products, services, and delivery systems

  • Must have basic arithmetic skills

  • Must have basic PC skills, with beginning level knowledge on Microsoft Excel, Word, and Outlook

  • Must have ability to work well under pressure in a goal oriented environment

  • Must have ability to understand all business processes within the bank

  • Must be detail oriented and well organized, with the ability to multi-task

  • Must be able to work in a general office environment

  • Must be flexible and able to shift resources and priorities as required

  • Must be able to complete all assignments with minimal supervision

  • Must have basic knowledge of Internet Explorer, Microsoft Edge, Safari, Firefox and Google Chrome.

  • Must have basic mobile device user-experience, especially with Apple and Android devices.

  • Must have ability to troubleshoot or learn to troubleshoot all devices and browsers.


WORKING CONDITIONS:

Will need to be able to handle stressful situations and function in a very fast-paced environment while remaining calm and precise.  Must have excellent interpersonal and organizational skills and enjoy working with the public. Will need to communicate in a clear, concise, and pleasant manner.

May, on occasion, have to work longer hours than scheduled.

Must be able to meet deadlines, multi-task and adjust priorities as necessary. Must possess strong organizational, analytical, communication, and interpersonal skills, including the ability to work with all levels of management and the Bank’s vendors.  Must be a self-starter who challenges existing processes and can identify and implement efficiencies and cost-saving solutions. Will have access to and knowledge of all employees’ accounts, customer information, and the bank’s finances, so the ability to keep information confidential is extremely important.

The employee will be working in an indoor office setting in a light work situation (exerting up to 20 lbs. of force frequently, and/or a negligible amount of force constantly to move objects). Must be able to remain in a stationary position 50% of the time and be able to occasionally move about inside the office to access file cabinets, office machinery, etc. Constantly operates a computer and other office productivity equipment. Employee frequently communicates with employees, customers and vendors. Will be required to travel to branches within region on a weekly basis, so must have a valid driver’s license and reliable transportation. Must be able to exchange accurate information both orally and written in English. Employee will be required to travel to branches located within the region.

Despite ongoing security training, there is always the possibility of a bank robbery.


GENERAL NOTICE:

This description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties may be assigned as necessary.