Position Summary: Provides full support to customers and employees for all Digital/Cash Management Banking Platforms including but not limited to Online Banking Consumer and Corporate, Virtual Banking through our WVBK Live platform, Bill Pay, P2P products, and all Treasury Services.
Key Responsibilities and Accountabilities:
Responsible for providing support for all internal and external customers utilizing Willamette Valley Bank Digital Banking Services.
Analyzes customer usage of electronic resources, works to increase usage and adoption of electronic banking delivery channels.
Understands Regulation E disputes and the impact of non-compliance to the bank.
Advanced working knowledge of Regulation E, and other regulatory requirements and ensures policies and procedures comply accordingly.
Add, delete and change customers/accounts for Online Banking, Bill Pay Service and Treasury Management suite of products and services.
Retail and Commercial Bill Pay problem resolution.
Troubleshoot customer issues within the Digital Banking Platform.
Ensure compliance with the banks policies and procedures.
Stay apprised of online banking systems and product enhancements.
Provide end user training and support to commercial customers remotely and in person at the customer site.
Work to ensure proper implementation and training of all cash management products that the bank offers to corporate banking relationships.
Prepare product agreements, setup forms and account documentation as needed for treasury management implementations.
Maintenance of RDC/ACH/ Wire Origination limits upon receipt of completed and approved requests.
Back office reports regarding E Banking on ongoing basis.
Serves consumer and small business customers by opening new accounts and proactively engaging customers to understand and help with their current and future financial needs.
Proactively reach out to clients, by phone, in order to deepen existing banking relationships and recommend additional products/services.
Completes documentation required to establish and maintain new accounts.
Processes routine financial transactions for customers quickly and accurately (including deposits and withdrawals, loan payments and cashier's checks), using WVBK Live in compliance with regulations and guidelines.
Builds relationships with customers by asking questions to learn about their financial needs and understanding customers goals.
Builds relationships with branch employees by working together as a team to provide exceptional customer service.
Partner with other business units in sales and service activities, as appropriate
Comply with and follows all applicable policies and procedures as well as governing laws and regulations. This includes but is not limited to: Performing all assigned duties under the Bank’s compliance programs and related laws and regulations. Successfully completing all mandatory compliance training including BSA and any other laws and regulations as assigned in a timely manner.
Performs other related duties and special projects as assigned.
Knowledge, Skills and Abilities:
Knowledge of federal and state laws/regulations relative to deposit accounts and bank operations.
Proficient in Microsoft Office
Excellent customer service, analytical, and problem-solving skills.
Proven organizational skills
Good presentation and communication skills
Ability to maintain a professional demeanor at all times
Strong time management skills
Ability to work effectively as part of a team
Ability to pay close attention to details.
Ability to perform calculations and apply basic math in performance of daily functions.
Education and Experience:
High school diploma or equivalent; 3+ years of experience working in deposit operations or customer service or a college education or an equivalent combination of education and experience.
Mental and Physical Effort:
Decision making normally involves the ability to apply rules, regulations, policies and procedures to the work. Guidance and direction may be available.
Lifting equipment or files of 1-10 pounds on a regular basis, lifting equipment or boxes of 10-25 pounds on an occasion. Sits or stands for long periods of time working at a computer and typing. Uses hands to handle controls or feel objects, tools or controls. Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio; e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
Working Conditions:
Works in a customer facing position in an office environment with minimal workplace hazards and low to moderate levels of noise. May deal with customers or visitors to the workplace who may be upset or pose challenges. Works during the day and during the week, some positions may require working on weekends. Occasional travel to other work sites, conferences, training or meetings may be required.
