First National Bank
  • 02-Jun-2021 to 01-Aug-2021 (CST)
  • Retail & Operations
  • Ames, IA, USA
  • Full Time

Major Function:

Provides excellent operational support for customers using Digital Banking Services to promote customer engagement.

Essential Duties:

  • Provide outstanding customer service by researching, troubleshooting, and accurately responding to customer inquiries regarding digital services and provide resolution follow up and documentation when applicable.
  • Act as the retail digital services product expert including but not limited to online banking, bill pay, money management, debit card rewards, the mobile app, mobile deposit, and other related services.
  • Accurately and securely review and approve new online banking registrations.
  • Review and monitor checks submitted via mobile deposit for accuracy and potential fraud. Process deposit files. Respond to fraud in accordance with bank procedures.
  • Understand basic NACHA guidelines for ODFIs and Standard Entry Class (SEC) codes.
  • Administer and maintain recurring ACH batches. Update, store, and organize ACH agreements.
  • Assist with basic commercial services installation, customer inquiries, and support for business online banking (Cash Management), fraud mitigation (Positive Pay), and remote desktop deposit (eDeposit).
  • Review and release Cash Management ACH batches, process Positive Pay return requests, and review and release eDeposit deposits.
  • Utilize our CRM (Customer Relationship Manager) to open, track, and respond to support tickets. Communicate case resolutions effectively.
  • Act as internal expert for our CRM. Assist employees with troubleshooting, report creation, etc.
  • Keep all documents, agreements, and any other sensitive materials organized and stored properly. Conduct periodic self-audits to ensure all documentation is accessible.
  • Analyze monthly trend and benchmark reports, track promo banner activity, and make recommendations to improve customer engagement.
  • Learn the basics of the specific duties of the entire Digital Banking Services team to offer backup and support when needed.
  • Balance and maintain various accounts and general ledgers.
  • Continually improve and implement processes and procedures for daily tasks.
  • Complete End of Month activity reporting for retail digital services.
  • Assist other employees, departments, and branches to promote teamwork and excellent communication.
  • Exemplify the Bank's core values of Community-Focused, Innovative, Trustworthy, Responsive & Secure
  • Other duties as assigned.


Education & Experience

  • At least 1 year of bank operations experience preferred.

Knowledge, Skills & Abilities

  • Knowledge of debits, credits, and proficiency in balancing.
  • Strong computer literacy, with knowledge of computer software (i.e. Microsoft Windows Operating System and Office applications).
  • Exceptional problem-solving skills with the ability to troubleshoot technology issues.
  • Well organized, accurate and detail-oriented.
  • Excellent verbal, non-verbal, and written communication skills.
  • Ability to work under pressure and multi-task.
  • Ability to work independently or in team environment.
  • Strong reading, writing, and basic mathematical skills.
  • Excellent customer service and interpersonal skills.
  • Travel between locations may be required.

Regular hours: Monday - Friday 8:00am - 5:00pm

First National Bank
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