HarborOne Bank eBanking Product Support in Brockton, Massachusetts
The position, reporting to the e-Banking Officer, is responsible for the completion of daily operational functions in addition all administrative duties to support Retail, Business and Cash Management customers. Tasks including but not limited to telephone and written communications, assisting customers with account or online services. Recognize problems and assist with their resolution. Consistently provides all customers with a high level of technical assistance and service.
- Perform all tasks related to the operations, support and maintenance of the ATM and ITM fleet including, but not limited to:a. Balance ATM and ITM machines to network and core system totals to identify any settlement differences; post terminal cash and settlement entries.
b. Review daily reporting from vendors to ensure correct and timely data.
c. Confirm overall cash position of terminals and respond to vendor replenishment issues.
d. Analyze, research and resolve out of balance conditions.
e. Prepare daily settlement reconciliations; review and obtain recon approvals; prepare and submit monthly general ledger reconciliations to Finance.
f. Research and resolve ATM terminal problems, including working directly with Core System, ATM network processors and servicing vendors.
g. Research and resolve card holder differences based daily reports
h. Efficiently communicate with other areas of the organization to address and resolve settlement and balancing questions and issues
Perform daily processing of customer requests within the eBanking area such as, ATM and debit card support, Online account origination, Business Online Banking Support and Registrations, Supporting Cash Management activities such as opening accounts, resolving problems related to electronic banking products, ACH and Wire support, RDC Enrollment, Positive Pay enrollments. Identify problems and work with other bank departments to resolve those problems, effectively identify and solve customer issues or complaints. Follow appropriate procedures to prevent any fraudulent activity as well as provide service to external and internal customers in an efficient, timely and professional manner.
Support customers which includes identifying exceptions and escalating unresolved or exception issues to management for resolution. Research and resolve internal and external customer problems in a professional and timely manner. Communicate effectively and consistently verbally, in writing, email and follow up to internal and external customers. Conference coordination and registrations. Renewal of memberships and publications, assist in budget preparation. Assist Cash Management calling officers to act a liaison as needed representing the bank in customer onsite visits.
Drive change from a team member perspective with regard to the implementation of automated systems and the streamlining of existing processes. Work with vendors, the eBanking Team and Product Development Manager to understand, train and support new bank initiatives as they relate to the department. Create and update procedures and job aids as necessary to educate eBanking staff, relative team members and customers.
All other duties as assigned
A high school diploma or general education degree (GED) required. Bachelor’s degree preferred. At least 3 years of total work experience with a minimum of 2 years direct customer service experience.
At least 3 years of total work experience with a minimum of 2 years direct customer service experience. Experience working with EFT networks, ATM/ITM terminal settlement and ATM reconciliations required.
KNOWLEDGE, SKILLS & ABILITIES:
Excellent attention to detail, organizational skills, time management skills and the ability to manage multiple deadlines daily required. Excellent interpersonal, written communication and verbal communication skills with the ability to easily build rapport and trust; must be able to work outside of a regular schedule including over time when needed. Flexibility is very critical in this position; the ability to consistently meet performance goals such as accuracy, problem solving and quality service standards. Consistently professional and act within the Bank's quality service standards including maintaining customer confidentiality at all times. An excellent understanding of Microsoft products including Excel, Word and Outlook. Must consistently possess valid driver’s license and ability to travel to customer sites and events.
Maintain a thorough knowledge of all HarborOne Bank products and services, electronic banking procedures, policies, and appropriate regulatory issues in relation to electronic and deposit transactions.
Maintain an excellent understanding of all applicable regulations and laws relating to the day to day for ex: Bank Secrecy Act; Privacy; Fair Lending, Reg C and Regulation E. Ensures compliance with both bank policies and governmental guidelines. Expected to be up to date on all requirements for annual compliance testing requirements. Must be knowledgeable and able to effectively apply this knowledge for day to day activities and responsibilities.
Follow appropriate procedures in opening accounts including all paperwork, customer input, and verification of Qualifile.
LEVEL OF DECISION MAKING:
Determine actions necessary to resolve ATM/ITM settlement and balancing issues, including understanding which vendors and internal partners to engage. Determines best course of action to research and resolve customer problems related to Cash Management and eBanking solutions.
LEVEL OF COMPLEXITY:
Medium - Performs a wide variety of tasks, processes and procedures, some of which are complex.
WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
The physical environment requires the employee to sitting for long periods of time at a computer. Noise level is moderate. May be requested to work overtime and weekend for special project. Employee may also be requested to work remotely.
HarborOne Bank is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, national origin, disability status, protected veteran status, or any other characteristic protected by law.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
External Company URL: www.harborone.com