Job Description

Description
Full Time | Onsite
Summary of Duties:
Provides excellent customer support for Online Banking products and services, including Cash Management services. Perform trainings in person and virtual.
Essential Functions:

• Assist customers as needed via phone calls and incoming emails. Assistance may include but is not limited to questions regarding: personal online banking, personal mobile app, business online banking, business mobile app, passwords, log in issues, browser settings, internal transfers, mobile deposits, ACH origination, Positive Pay, bill pay, Zelle, external transfers and alerts.
• Complete new set up and maintenance for Online Banking and/or Cash Management products.
• Schedule in person or virtual meetings with customers as needed to train on Online Banking and/or Cash Management products, install drivers and provide support.
• Work directly with vendors to troubleshoot and resolve technical issues.
• Provide support for ACH originating customers including set-up, training and troubleshooting.
• Provide support for Positive Pay including set-up, training and troubleshooting.
• Provide support for Merchant Capture including set-up, installation, training and troubleshooting.
• Provide support for Online Banking and/or Cash Management products to Bank of Ann Arbor branches and internal staff.
• Assumes additional responsibilities as required.

Requirements

• High school diploma or GED.
• Two years previous experience in banking, including related areas.
• Two years previous experience with banking systems and vendors (example: Fiserv, CheckFree).
• Excellent written and verbal communication skills in a professional tone.
• Proficient in Microsoft Office products, comfortable using computers.
• Knowledge of various operating systems (example: iOS, Mac OS, Windows, Android).
• Knowledge of various Internet browsers (example: Google Chrome, Microsoft Edge, Safari).
• Effective problem-solving abilities.
• Professional demeanor and well organized.

Position Type and Expected Work Hours
This is a full-time, in office position. Days and hours of work are generally Monday through Friday. There will be occasions which may require extended time or after-hours commitment.
Travel
This department supports all 16 branches and customers across a four-county network from three locations. Occasional travel between offices may be required. Training may be conducted in a different office than the office where this position is held. Reliable transportation is a must.
Work Environment and Physical Demands
This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, printers and filing cabinets. The noise level in the work environment is usually moderate and there are others working or speaking regularly nearby.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, typing or feel objects, tools or controls. The employee is occasionally required to stand, walk, sit, reach with hands and arms, climb or balance as well as stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

Skills Required