ACH Associate

Summary: The Electronic Banking Representative will provide support for multiple electronic channels to process customer requests, perform maintenance and track key performance indicators. This position will act as the main point of contact for all ATM and ITM servicing questions and will provide resolution updates to Electronic Banking Operations Manager.

This role may be performed in a hybrid model, where you can balance work from home and office to match the needs and role requirements. Candidate must have ability to come to office in Holyoke, MA.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Performs required online banking and mobile deposit tasks. Responds to inquiries and performs problem resolution as necessary.
• Serves as the primary contact for Bill Pay inquires and Online Banking research
• Monitors ATM & ITM performance daily via ATM Alert Online and Remote view. Informs Consumer Banking and Operations Division of on-going ATM service issues/problems and the expected resolution time. Works directly with ATM vendor to resolve issues.
• Oversees daily ATM & ITM balancing process. Serves as the primary contact for ATM & ITM balancing questions from vendors or banking centers
• Acts as the primary contact for all ATM/Debit Card ordering and maintenance functions, including processing of ATM/Debit Card maintenance forms and requests.
• Serves as the primary contact for card-related research and escalated issues including closed card charges.
• Processes wire transfer requests and maintains wire transfer agreements. Responsible for the wire transfer function at bank, including transfer and preparation of incoming, outgoing, and internal funds transfers, domestic and foreign, all within the bank's Funds Transfer Policy
• Works directly with the Dispute team on Reg E disputes and Fiserv case follow up.
• Performs third party file processing and approvals as required. Third party file approvals may require extended hours.
• Performs daily and monthly reconciliations for ATM & ITM settlement, ATM-in-process and Home Banking Settlement.
• Assists with banking center card supplies fulfillment, including plastic and Instant Issue printer supplies.
• Responds to inquiries from banking centers and other internal departments as needed, following prescribed customer service standards.
• Reviews and updates procedures, as necessary.
• Performs other duties as assigned.
• Completes all yearly compliance training and testing and complies with bank, federal, and state regulations. Complies with Bank Policies and Procedures. Adheres to departmental and bank-wide service

Education and/or Experience: Requires a high school diploma, two-year college degree, two to three years of related experience or training or a combination of education and training.

Skills needed:

* Excellent verbal and written communication skills.

* Thorough knowledge of banking and compliance regulations.

* Excellent organizational skills and attention to detail.

* Strong analytical and problem-solving skills.

* Strong Customer Service and Vendor Relation skills

* Ability to mentor junior members on the team

Other Skills or Knowledge: Knowledge of the Microsoft Office Suite (PowerPoint, Excel, Word, Access)

• Strong Excel skills required.

Work Environment and Physical Demand: The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.

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

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.