Electronic Banking Support Specialist

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Job description

Job Purpose

The primary focus of this role will be offering client support for all electronic banking channels including browser, mobile banking and debit card support for both consumer and commercial clients. This role requires excellent verbal and written communication skills and is part of a highly integrated team environment. This position requires confidentiality, accuracy and problem resolution skills.

Essential Functions

Core Responsibilities

• Client Product Support (Consumer & Commercial)
• Online banking
• Mobile banking (Tablet & Phone)
• Telephone banking
• Bill Payment
• E-Statements
• Mobile Deposit Capture
• Debit Card Functions
• Dispute Identification
• Dispute Support for both Internal and External Clients
• Mobile Wallet Support and Monitoring
• Fraud Monitoring
• Debit Card Usage
• Treasury Management Support
• ACH Submission
• Remote Deposit Capture
• Online Wire Submission
• Positive Pay Support
• Maintain in-depth knowledge of products and services offered by Bank Iowa
• Fraud Investigation & Monitoring
• Reg E Dispute - Information Collection
• System Reporting and Monitoring
• Client Experience Troubleshooting
• Testing and Validation of enhancements, releases and updates
• Client inquiry resolution - Phone, Web, Email & Chat
• Client mailings, change of address, stop payments
• System Maintenance

General Responsibilities

• Performs other bank related duties as assigned by supervisor.
• Understands and complies with banking regulations by following bank policies and procedures. Stays abreast of relevant regulations, current industry matters, and any changes implemented internally to ensure compliance.

Work Environment

• Well-lit, climate-controlled office setting.

Required Education & Experience

• Associate's or bachelor's degree in IT or business related field required.
• 1-3 years' financial work experience, in online and debit card environment preferred, or as a teller.
• An accredited ACH professional or national check professional certification preferred.

Additional Qualifications Include

• Ability to exhibit our values; Think Big, Be People-Centered, Enable Great Things, and Bring your Best.
• Excellent written, verbal and interpersonal communication skills
• Strong attention to detail
• Demonstrated ability to handle multiple tasks quickly and proficiently.
• Demonstrated ability to work with client information in a confidential and professional
• Proficient in technology and services, including Microsoft Office applications

Hours of Work & Travel

• This department offers client support from 7:00 A.M. to 5:30 P.M. Monday through Friday with additional hours on Saturdays (rotating).
• No travel required

About Bank Iowa

At Bank Iowa our purpose is to Empower People, Inspire Success and Foster Growth. With more than $1.7 billion in assets, Bank Iowa ranks as one of the leading independent Ag banks and the second-largest family owned bank in the state. Our bank family consists of team members, farmers, families and businesses throughout Iowa who we serve in our 26 locations. With an ongoing commitment to community banking Bank Iowa aspires to be the bank of choice for our clients, the career of choice for our team members, a center of influence in our communities, and a point of pride for our family owners.

While our purpose is our why behind all that we do, our values allow us to fulfill our purpose. At Bank Iowa we strive to Be People-Centered in everything we do. We encourage our team members to Think Big beyond the immediate answer and to be creative and innovative. Team members throughout Bank Iowa Enable Great Things by taking ownership and going above and beyond. Last, we inspire all team members to Bring Your Best each and every day.

What we Offer

• A competitive financial package - we want you to bring your best so in addition to your compensation, every team member receives a bonus opportunity, a generous 401k match, and discretionary profit sharing.
• Robust benefits and wellness - we are proud to offer health, dental and vision insurance as well as a wellness program designed to help drive down your premiums. Our wellness initiatives promote positive change and allows our team members to think big.
• Blending work and life - As a people-centered organization, each team member is given a generous PTO bank. All regular full and part time team members receive PTO. In addition to the 3-6 weeks of PTO based on years of service and work status, Bank Iowa team members receive 10 paid observed holidays, 12 weeks of parental leave for primary caregivers and 4 weeks of parental leave for secondary caregivers, an opportunity for sabbatical leave, generous bereavement, and an employee assistance program to support team members throughout various stages in their lives.
• Continued learning opportunities - Bank Iowa enables great things and supports team member development at every stage of your career. Our development approach focuses on your innate talents and developing those into areas of strengths. Learning experiences are available in formal & informal training settings, as well, on-the-job training. Development programs are available in-person and online. Our tuition reimbursement program is available to support formal education programs.
• Community Involvement - Our team members are active members of their communities and people-centered. Bank Iowa aspires to be a center of influence in each of the 24 communities we are located in.
• Recognition - Bank Iowa is proud of our team members who Live our Values. Our peer nominated recognition program presents team members who Live our Values on an annual basis.

Bank Iowa provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

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