Ready to make a difference? At Salem Co-operative Bank, we pride ourselves on offering a work environment where customer service and success are consistently placed front and center. Founded in 1922, we've grown in size, expanded our products and services, and learned to improve from 100 years of experience. Every customer is treated as a unique individual, knowing that not all customers' needs are the same. Our commitment to our community is evident in our philanthropic foundation, Salem Community Benefit, which has contributed over $1.6 million to local organizations. Each year our employees spend many hours volunteering at local organizations in the Salem and Merrimack Valley areas. If you are ready to make a difference professionally, personally, and in the community, we want to meet you!
We are looking for an
Electronic Banking & Contact Center Specialist to provide exceptional customer service and support of our Electronic Banking products and services to consumer and business customers as well as the Retail and Lending departments. You will work in a changing environment while exercising good judgment and discretion, following rules, regulations, and procedures. The wide variety of operational areas include, but are not limited to, ACH, wire transfers, remote deposit capture, contact center agent, and exception item processing. Hybrid schedule is 3 days in office, 2 days remote.
How you will accomplish this:
- Act as a single call resolution agent, researching and resolving customer problems/inquiries regarding all areas of Electronic Banking, Deposit Services, and Cash Management via phone, internet and in writing
- Assist customers when locked out of their electronic banking solutions with password resets
- Ensure all ACH/Same Day files are processed within the required timeframes ensuring minimum customer interruptions and bank exposure
- Keep informed of and maintain thorough understanding of the ACH Rules and Regulations
- Process all exception items with the appropriate Pay/Return decisions supporting Retail and Lending in their decisioning process
- Maintain, review, and process ACH Reclamations minimizing risk and exposure to the bank
- Process all Return Deposited Items against customers' accounts, minimizing loss to the bank; print and mail customer notifications of returned items
- Review and appropriately handle all in-clearing checks over $10,000 for potential fraud
- Review, monitor, and decision remote deposit capture items daily. Inspect all checks for proper signature, endorsement, and amount accuracy. Ensure customers to not exceed their daily/deposit limits and items are deposited into the correct accounts.
- Review consumer deposit capture deposits for suspicious transactions/check completeness/fraud and kiting. Take action when necessary.
- Enter/verify incoming and outgoing international/domestic wire transfers using Payment Exchange, FedLine Advantage, or M & T Bank e-Treasury module. Ensure compliance with OFAC requirements and proper posting to customer accounts.
- Cross train on all Deposit Services job functions, acting as back-up coverage and assist when volumes increase or when staff shortages occur
- Continually review and update internal Deposit Services & Electronic Banking procedures as processes change
- Maintain and update statistical reports, keeping management informed of processing volumes
- Monitor print queue for all bills and notices, print and deliver to appropriate departments
- Maintain the proper inventory of bank-wide office supplies, such as business cards, stationary, pens, pencils, etc., while working closely with multiple vendors
- Complete customer research request and advanced research to include SSI and SSA inquiries
- Perform other duties as needed/assigned
What you will bring to the role:
- Associate degree with 6 months banking experience and/or training; or equivalent combination of education and experience
- General knowledge of banking regulations and compliance
- Regulation E, error resolution compliance process, ACH Rules and Regulations knowledge preferred
- Proficient in computer skills, Microsoft Office, Word, Excel, Outlook; experience with banking software a plus
- A willingness to learn new software systems and attend training
- Detail-oriented with accurate work product
- Excellent written and verbal communication skills to effectively communicate with, and respond to, customers and other departments
- Must be able to work independently and as part of a team
- Must be able to multi-task and prioritize
- Ability to accept and adapt to change
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Salem Co-operative Bank
Jan 03, 2025