Central Bank & Trust Co.
Digital Banking Technician (full-time), Digital Banking
Central Bank & Trust Co., Lexington, Illinois, United States, 61753
Central Bank & Trust Co.
Digital Banking Technician (full-time), Digital Banking
Location:
Lexington, Lexington, KY, US
Fulltime Hourly Full-Time
Requisition ID: 3164
Salary Range: $21.43 To $25.21 Hourly
Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities
Job Summary Serves as a specialist of consumer digital banking products, providing first line support for technical issues, including end user browsers, operating systems and devices, and second tier support of general inquiries.
Education / Experience Required
Two years of college or specialized course of study or equivalent work experience
Minimum two years' experience in direct customer service and working with online banking products
Experience and skill in professional customer interaction
Qualifications / Skills Required
Excellent written and verbal communication skills
Proven strength in organization, time management and interpersonal skills
Proven customer service and resolution skills with exceptional attention to detail
Problem solving and analytical skills
Technical aptitude for troubleshooting system-related issues
Advanced proficiency in Windows, Word and Excel
Knowledge of Central Bank products preferred
Knowledge of various operating systems and mobile devices preferred
Essential Job Duties and Responsibilities
Provides first tier technical support, troubleshooting issues with OS (operating system), browsers, devices and system/product anomalies and bill pay services research, opening cases with vendors as needed.
Provides second tier assistance for general inquires of Digital Banking products including out of band and other authentication related issues and questions. Maintains a general knowledge of the commercial and business online banking products and business mobile.
Executes KYC (Know Your Customer) and call back procedures to assist customers with payment holds, suspensions, and inquires, reports scams and fraud to the Financial Intelligence and Security business unit.
Monitors digital banking products, systems, services and features for availability. Works directly with vendor on immediate resolution of system outages. Uses case management systems to report, track and resolve issues.
Reviews iPay bill payments for insufficient funds each day working with account officer on insufficient funds decisioning and cancelling business bill payments as needed before 12:30 in support of the Good Funds Bill Pay model. Logs iPay daily payments.
Performs research on inactive consumer accesses and deactivates according to procedures.
Works with retail, loan, and credit card departments to resolve payment and external transfer charge backs/returns. Processes returned mail disabling access to comply with Security standards.
Validates ACH file loads, resolving all issues to avoid potential losses by reviewing prefunding exceptions, suspended files, split files, and failed file delivery. Works with Corporate Services, third party vendor, account officer or customer for resolutions.
Validates authenticity of all wires initiated through Commercial Online Banking and notifies the wire department. Submits the released wire report to the wire department requesting confirmation. Works with vendor, manager, Tech Services and Corporate Services to resolve any wire issues.
Collects and reviews prior day CentralNET, CentralMOBILE and bill pay enrollments, updates core and generates security welcome packages.
Reviews daily transfer logs, contacting users as needed, identifying potential system outages. Captures mobile deposit statistics, daily payment history details, CSR audit logs, stops and proof of payments statistics and tracks bill pay cases requiring action, payment research and returns risk overrides following up with team on resolutions as needed.
Responds to all customer inquiries on all digital banking products, received via in-product messaging and emails, researching and escalating as needed.
Provides monthly Zelle reports to the Financial Intelligence and Security Director.
Cross trains on other department job duties. Completes other department duties on an as needed bases such as ACH, wire and mobile deposit limit adjustments and same day ACH request.
Performs other duties as assigned.
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Paid Vacation
Paid Holidays
Employee Stock Ownership Plan
401k Plan
Flexible Benefit Plan
Voluntary Life Insurance
AD&D Insurance
Discounted Banking Services
EAP (Free counseling sessions)
Discounted AAA Membership
Fitness Discounts
Vacation Purchase Plan
Interest-Free Computer Loan
Interest-Free Fitness Equipment Loan
Service Awards
Attendance Awards
Funeral Leave
Subsidized Parking (Downtown)
Sick Leave
Educational Assistance Program
Employee Wellness Program
Dell Computer Discount
Discounted Tickets
Cell Phone Discount
Jeans days to benefit local charities
Paid Identity Theft Protection
New Hire Incentive (for hourly employees)
Personal Day
Birthday Holiday
Wedding Days
Appointment Time
Long Term Disability
Life Insurance (2x salary)
#J-18808-Ljbffr
Digital Banking Technician (full-time), Digital Banking
Location:
Lexington, Lexington, KY, US
Fulltime Hourly Full-Time
Requisition ID: 3164
Salary Range: $21.43 To $25.21 Hourly
Equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities
Job Summary Serves as a specialist of consumer digital banking products, providing first line support for technical issues, including end user browsers, operating systems and devices, and second tier support of general inquiries.
Education / Experience Required
Two years of college or specialized course of study or equivalent work experience
Minimum two years' experience in direct customer service and working with online banking products
Experience and skill in professional customer interaction
Qualifications / Skills Required
Excellent written and verbal communication skills
Proven strength in organization, time management and interpersonal skills
Proven customer service and resolution skills with exceptional attention to detail
Problem solving and analytical skills
Technical aptitude for troubleshooting system-related issues
Advanced proficiency in Windows, Word and Excel
Knowledge of Central Bank products preferred
Knowledge of various operating systems and mobile devices preferred
Essential Job Duties and Responsibilities
Provides first tier technical support, troubleshooting issues with OS (operating system), browsers, devices and system/product anomalies and bill pay services research, opening cases with vendors as needed.
Provides second tier assistance for general inquires of Digital Banking products including out of band and other authentication related issues and questions. Maintains a general knowledge of the commercial and business online banking products and business mobile.
Executes KYC (Know Your Customer) and call back procedures to assist customers with payment holds, suspensions, and inquires, reports scams and fraud to the Financial Intelligence and Security business unit.
Monitors digital banking products, systems, services and features for availability. Works directly with vendor on immediate resolution of system outages. Uses case management systems to report, track and resolve issues.
Reviews iPay bill payments for insufficient funds each day working with account officer on insufficient funds decisioning and cancelling business bill payments as needed before 12:30 in support of the Good Funds Bill Pay model. Logs iPay daily payments.
Performs research on inactive consumer accesses and deactivates according to procedures.
Works with retail, loan, and credit card departments to resolve payment and external transfer charge backs/returns. Processes returned mail disabling access to comply with Security standards.
Validates ACH file loads, resolving all issues to avoid potential losses by reviewing prefunding exceptions, suspended files, split files, and failed file delivery. Works with Corporate Services, third party vendor, account officer or customer for resolutions.
Validates authenticity of all wires initiated through Commercial Online Banking and notifies the wire department. Submits the released wire report to the wire department requesting confirmation. Works with vendor, manager, Tech Services and Corporate Services to resolve any wire issues.
Collects and reviews prior day CentralNET, CentralMOBILE and bill pay enrollments, updates core and generates security welcome packages.
Reviews daily transfer logs, contacting users as needed, identifying potential system outages. Captures mobile deposit statistics, daily payment history details, CSR audit logs, stops and proof of payments statistics and tracks bill pay cases requiring action, payment research and returns risk overrides following up with team on resolutions as needed.
Responds to all customer inquiries on all digital banking products, received via in-product messaging and emails, researching and escalating as needed.
Provides monthly Zelle reports to the Financial Intelligence and Security Director.
Cross trains on other department job duties. Completes other department duties on an as needed bases such as ACH, wire and mobile deposit limit adjustments and same day ACH request.
Performs other duties as assigned.
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Paid Vacation
Paid Holidays
Employee Stock Ownership Plan
401k Plan
Flexible Benefit Plan
Voluntary Life Insurance
AD&D Insurance
Discounted Banking Services
EAP (Free counseling sessions)
Discounted AAA Membership
Fitness Discounts
Vacation Purchase Plan
Interest-Free Computer Loan
Interest-Free Fitness Equipment Loan
Service Awards
Attendance Awards
Funeral Leave
Subsidized Parking (Downtown)
Sick Leave
Educational Assistance Program
Employee Wellness Program
Dell Computer Discount
Discounted Tickets
Cell Phone Discount
Jeans days to benefit local charities
Paid Identity Theft Protection
New Hire Incentive (for hourly employees)
Personal Day
Birthday Holiday
Wedding Days
Appointment Time
Long Term Disability
Life Insurance (2x salary)
#J-18808-Ljbffr