Role

To assist banking employees and customers as needed on Online products offered by the bank. Explain what the products are, trains on how the products work and reports issues as needed. Works on implementation of new Online products. Works closely with product vendors.

Major Duties and Responsibilities

• Assist employees and customers of the bank as needed with their online products; answers questions about online products and services and resolves problems that are within their authority to resolve. Refers problems that are beyond their authority to their supervisor, along with their recommendations. Maintains that current procedures are up to date and changed as needed. Reviews all maintenance within online banking to ensure quality, accuracy, and compliance.

• Troubleshoots any online banking software, hardware and network problems and coordinating with technical support and vendors as necessary to quickly resolve problems. To check daily all on-line transactions to ensure correct postings. To rectify any posting error caused through online banking failures.

• Perform back-up duties as needed for Treasury Management Support Specialist and Online Bank Administrator.

• Keeps up with all online product bulletins, release notes and fraud trends. Notifies employees and customers of changed or new features available through product updates.

• Produces clear, accurate, and timely printed notices for customers.

Knowledge and Skills

Experience

Six months to two years of similar or related experience, including time spent in preparatory positions.

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogue, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance. Typically includes subject matter experts as well as first level to middle managers.

Other Skills

Basic computer knowledge and Microsoft Word, Excel and Adobe.

ADA Requirements

Physical Requirements

Is able to bend, sit, and stand in order to perform primarily sedentary work with limited physical exertion and occasional lifting of up to 10 lbs. Must be capable of climbing / descending stairs in an emergency situation. Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to complete basic mathematical calculations, spell accurately, and understand computer basics. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.