Electronic Banking Specialist I

Summary of Position

The Electronic Banking Department serves as the operational engine for treasury management services, mobile banking, debit cards, and Zelle. This includes, but it is not limited to the onboarding, management, and servicing of online offerings such as wire transfers, ACH origination, Lockbox, Remote Deposit Capture (RDC), and Positive Pay, along with overseeing the end-to-end cycle of payment disputes, claims, and error resolutions for ACH, debit card, and Zelle transactions.

The department is dedicated to maintaining high operational standards while ensuring strict adherence to federal regulations, including NACHA and Regulation E, among others. Within this versatile environment, the Electronic Banking Specialist acts as a cross-trained generalist providing universal support and performing essential quality control across all departmental functions. This enables the department to provide high quality, seamless service, abiding by established SLAs even during high-volume periods or staff absences. To the Specialist’s benefit, with the exposure to diverse functions across the team, the role provides an ever-evolving environment where their skills and career can expand.

Essential Functions and Duties

• Serve as the primary escalation point for support of the electronic banking systems and services.
• Process disputes for electronic payments (Debit Card, ACH, Zelle) within their respective regulatory timeframes.
• Manage debit card related inquiries/requests, bulk orders, and limit increases.
• Assist in gathering and submitting documentation for internal audits, regulatory examinations, and subpoenas.
• Process ACH files, returns, and ACH blocks/filters based on customer requests.
• Handle specialized ACH entries, including IAT screening for OFAC compliance, Death Notification Entries (DNE), US Treasury reclamation notices, and ACH transfers for closed accounts.
• Manage ACH Positive Pay exceptions and initiate returns when necessary.
• Charge Same Day ACH fees and monitor return ratios that exceed established thresholds.
• Process the onboarding of Treasury Management services, including Wires transfers, Lockbox, Remote Deposit Capture (RDC), ACH Origination, and Positive Pay.
• Perform quality control on new service setups and other processes to ensure documentation is complete and system parameters are accurately configured.
• Identify Operational Risk Events and promptly report them, when appropriate.
• Participate in system testing and User Acceptance Testing (UAT) for new digital banking features or core system upgrades as needed.
• Serve as a Subject Matter Expert (SME) by delivering comprehensive training to internal departments on electronic banking products and service workflows and representing Electronic Banking in projects.
• Maintain "white glove" internal customer service for frontline staff and lending departments.
• Ensure operational continuity by staying cross-trained in all department tasks and serving as a backup for any position within Electronic Banking.
• Complete all assigned annual training programs and perform other functions or duties as assigned.
• Troubleshoot ACH file failures by analyzing each specific error to determine the correct course of action.
• Assess Reg E claims by exercising judgment to distinguish between authorized and unauthorized transactions based on customer communication/evidence.
• Manage and prioritize workload to ensure high-priority items, SLAs, and deadlines are met through effective time management.
• Contribute to process improvements by assisting in the drafting and updating of departmental policies and procedures, and by identifying inconsistencies between written procedures and daily practice, ensuring to escalate findings to management.
• Participate in departmental initiatives by collaborating with and following up across various departments and ensure successful implementation.

Qualifications Requirements

• Bachelor’s degree in business or equivalent work experience (3–5+ years of progressive experience in banking operations, specifically within Electronic/Digital Banking or Treasury Management preferred).
•  AAP (Accredited ACH Professional) or APRP (Accredited Payments Risk Professional) certification is a plus.
• Ability to cross-train and provide comprehensive support across various departmental functions.
• Experience with applications such as Jack Henry, Silverlake, Xperience, Centrix ETMS, Fiserv, ACH Manager, Ensenta EZ Admin, SmartPay Manager, Star Station, and MasterSite is highly beneficial.
• Technical understanding of Secure File Transfer Protocol (SFTP).
• Knowledgeable of ACH origination, Wire Transfers, Remote Deposit Capture (RDC), Zelle, Bill Pay, debit cards and dispute resolution.
• Bilingual fluency in English and Spanish (ability to fluently speak, understand, read, and write both languages).
• Exceptional attention to detail, accuracy, and sound judgment in decision-making.
• Proven ability to multi-task and prioritize effectively in a fast-paced, dynamic environment.
• Strong commitment to customer service for both internal and external stakeholders.
• Ability to work independently and collaboratively while upholding core organizational values and ethics.