Job Description

Job Description

Job Description

JOB SUMMARY

This position will provide support for the Bank’s Central Operations and Digital Banking related products and services while ensuring excellent customer services and support that is in compliance with Golden Bank, N.A. policies and procedures.

DUTIES

1. Perform Daily Large Item Review of Inclearing Checks
2. Reconcile Item Processing outages - Suspense Proof deposit items
3. Process deposit item adjustment from Chase
   1. NCI images
   2. Duplicated capture items
   3. Encoding errors
4. Perform Bookkeeping mail and notice delivery duties.
5. Provide backup support for Chargeback and Return Items
6. Provide backup support for reconciling daily Cash – Teller
7. Knowledge of the Bank’s current digital banking products/services offering
8. Provide operational support, including troubleshooting and issue resolutions, for all digital banking solutions (ACH, Wires, Remote Deposit Capture, Merchant Card Processing, Bill Pay and Online/Mobile Banking)
9. Process business and consumer online banking enrollment including verification of owners and system setup
10. Assist in research of bill payment transactions using Master software application.
11. Review daily and monitor activity on the following reports:
    1. Closed account report,
    2. Teller file maintenance report
    3. SilverLake Online Banking Report
    4. Backoffice Report
12. Assist password reset and account reactivation for customers
13. Respond to Customer Service emails from online banking and bank website
14. Monitor NSF Returned items reports and OFAC reports from Master software application
15. Reconcile in house account
16. Contact Jack Henry support to resolve any Online/Mobile Banking or bill payment issues.
17. Communicate frequently and clearly with bank’s business units for sales and operational support
18. Quickly answer online customer inquiries via the phone in a friendly and courteous manner
19. Provide first call resolution while following strict procedures that meet compliance guidelines
20. Identify and offer customers the products and services they need and want to succeed financially
21. Operates as a team player.
22. Performs other duties and/or projects as assigned.
23. Regular and predictable attendance and punctuality

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