SUMMARY:

This position manages the day to day activities around the deposit, digital and Cash Management products and services that the bank’s end customers rely on to handle their business needs and financial management. This team handles a wide array of products for both the consumer and business customer base of the bank including online banking, ACH, remote deposit, mobile applications, Positive Pay and other Cash Management systems and products. This would include onboarding of new customers and businesses as well as management and support of existing customer accounts and services. This position will provide direct customer support to customers and needs to have an excellent customer service attitude and work ethic.

REQUIRED EDUCATION AND EXPERIENCE:

• High School diploma or its equivalency
• 1-2 years of Banking experience required
• 1 year of Cash Management Operations preferred
• Strong attention to detail and the ability to adapt to new products and technologies quickly
• Must be able to communicate effectively with customers, other financial institutions and or internal team members to answer questions and resolve issues or concerns
• Knowledge of online banking and other digital products and services preferred
• Excellent communication and interpersonal skills.
• Excellent presentation and sales skills are critical.
• Results driven.
• Customer/client focused.
• Independent decision-making skills

SUPERVISORY REQUIREMENTS:

This position has no supervisory responsibilities.

EEO STATEMENT:

Ephrata National Bank supports a diverse workforce and is an Equal Opportunity Employer. It is the policy of Ephrata National Bank to provide equal employment opportunities without regard to race, ethnicity, color, religion, sex, national origin, age, disability, marital status, covered veteran status, sexual orientation, gender identity, genetic information or any other protected characteristic applicable under law. The bank complies with all relevant federal, state, and local laws, as well as, all regulations regarding nondiscrimination.
This job description reflects management’s assignment of essential functions and position responsibilities. Nothing in this job description restricts management’s rights to assign or reassign duties and responsibilities to this job at any time. The employee is expected to adhere to all of Ephrata National Bank’s procedures and to act as a role model in the adherence to bank policies

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Handles inquiries from customers and other departments within the bank with excellent customer service skills as well as efficiently and accurately from various communication channels.
• Level one technology customer support for Cash Management products.
• Provide Cash Management support to internal and external customers.
• Performs implementation of various Cash Management services including Online Banking, ACH, Wires, RDC, Positive Pay, Account Analysis and sweeps, among other services.
• Provides assistance in training customers and Bank personnel on the various services and products that the team manages.
• Assists in the coordination of gathering materials and requests for Cash Management products.
• Installation and support of Remote Deposit Capture scanner machines.
• Collaborate with the Cash Management Sales team on products and processes.
• Manages maintenance and change requests from customers efficiently and accurately.
• Proactive with customer issues or system maintenance issues.
• Identify system issues and open tickets with the vendor for support.
• Helps in the coordination and support of audits and examinations.
• Maintain current procedures for products.
• Performs a variety of routine tasks, reviews reports, prepares correspondence and participates in special department projects.
• Look for ongoing process improvements.
• Help process and produce monthly usage/billing reports for various products and services.
• Provides backup to for all deposit operations functions as necessary.
• Performs other such duties as requested.