Operations Support Analyst

FUNCTION: Responsible for administration and product support for the Business Online Banking applications, bill payment, ACH and Wire processing and the Bank’s Debit Card program. Acts as a subject matter expert in the area of electronic banking and works closely with the Cash Management & Card Services Manager and applicable vendors to complete various projects, including new product launches and system enhancements. Reconciles general ledger accounts pertaining to ATM and ACH processing. Oversees fraud monitoring and handles debit card and ACH disputes in compliance with Reg E, NACHA rules, Visa rules, and other state and federal regulations.

GENERAL DESCRIPTION OF DUTIES:

·         Maintains a sound understanding of the Bank’s internal policies and banking regulations such as Reg E. Follows all internal and external policies, procedures, regulations and service level agreements.

·         Acts as the Operations lead for the Business Online Banking Platform, ensuring oversight of administrative functions, utilization of various management tools within the product and researches and coordinates customer related matters that have been escalated from the Access Banking Center /Retail banking department. Works with the Cash Management area to understand business and customer needs to ensure the platform is remaining viable and up to date with current market trends.

·         Acts as the Operations lead for the Tier 2 Customer Support model ensuring the maintenance, process efficiency and effectiveness, training and coordination with the Access Banking Center is thorough and is adapted to any changes required by internal/industry changes. Work with the Access Banking Center to identify opportunities to increase 1st call resolutions while increasing the effectiveness of Tier 2 interactions.

·         Identifies current fraud trends both on individual customer accounts, as well as industry and geographic trends. Takes immediate action to adjust current fraud rules/parameters or make Page 2 of 3 changes to an account status to mitigate financial and reputational risks to the Bank and customers.

·          Evaluates system enhancements relative to all electronic banking functions and makes implementation recommendations to management. Coordinates implementation of selected enhancements with appropriate vendors and Bank personnel.

·         Provides customer service and training for customers subscribing to Business Online Banking services.

·         Exercises sound customer service and sales techniques to identify customers’ needs. Fully explains the features and benefits of the Bank’s accounts and services making appropriate referrals based on customers’ needs.

·         Ensures all incoming/outgoing Wire Transfers are processed accurately, timely and conform to established policy guidelines.

·         Balances and records the monthly Fiserv EFT income/expense reports. Updates all applicable managerial EFT reports.

·         Provides oversight and support for the Bank’s debit card program, including card ordering and daily fraud monitoring to include Fraud strategy review and enhancement recommendations

·         Responsible for monitoring and presenting recommendations to adjust Fraud/Risk policy/ parameters around monetary asset movements (Wire transfers, ACH , Debit Cards, etc.) to mitigate areas of financial and reputational risk by keeping in line with industry and Bank specific trends.

·         Coordinates and oversees customer contact regarding potential data breach. Makes recommendations to management, based on the level of breach, for appropriate handling. Coordinates card reissues with applicable vendors.

·         Provides oversight and support for all ACH processing and daily functions.

·         Responds to customer inquires and EFT disputes regarding ATM/Debit card transactions including chargeback processing as required. Ensures items are logged and resolved within established regulatory guidelines.

·          Oversees the daily ATM network settlement, making the appropriate entries and balancing the Fiserv reports to the general ledger daily.

·         Balances ACH transactions making daily general ledger entries.

·         Must be able to work flexible hours and/or extended hours.

·          Completes all required online compliance training as assigned in a timely manner.

·         Assists with procurement/purchasing, ensuring that budget is adhered to.

·          Assists in various projects, reports and conversions. Performs all other duties as assigned.

KEY QUALIFICATIONS:

·          Ability to work in a high activity/fast paced environment while managing associated stress.

·         Possess excellent organizational skills and ability to work independently.

·          Ability to handle ambiguity, juggle many tasks at once and quickly shift from one situation to another.

·         Ability to identify, research, troubleshoot and analyze problems and determine action plans to address root cause.

·         Documenting process flows and creating procedures for the functions performed.

·          Shares knowledge of processes and systems with new analysts.

·         Contributes to the development of re-engineering methods to improve processes, reduce risks, increase controls and/or increase customer satisfaction.

·          Excellent communication skills, listening and negotiation skills in order to articulate ideas and thoughts clearly through various means, including written and oral communications with all levels of the organization.

·         Build positive working relationships with business partners to enhance the customer experience.

·         Demonstrate commitment to providing effective client service by seeking to understand customers, internal and external, requirements and addressing their concerns.

FUNCTION SUPERVISED: None

LIST OF POSITIONS SUPERVISED: None

EDUCATION REQUIRED: Bachelor’s degree or equivalent work experience.

EXPERIENCE REQUIRED: Three to five years of similar or related experience. Proficiency in related bank regulations, specifically Regulation E, BSA, NACHA Operating Rules and Visa rules and regulations is helpful. Must possess and maintain knowledge of and expertise in utilizing technology and software applications. Familiarity with report creation, management reporting and control reports.

MANAGERIAL RESPONSIBILITY: Has no supervisory/managerial responsibilities