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Posted: Sunday, March 4, 2018 2:52 PM

Job Description
FUNCTION: Responsible for administration and product support for the Business Online Banking applications, bill payment, ACH and Wire processing and the Banks Debit Card program. Acts as a subject matter expert in the area of electronic banking and works closely with the Cash Management and Card Services Manager and applicable vendors to complete various projects, including new product launches and system enhancements. Reconciles general ledger accounts pertaining to ATM and ACH processing. Oversees fraud monitoring and handles debit card and ACH disputes in compliance with Reg E, NACHA rules, Visa rules, and other state and federal regulations.
Maintains a sound understanding of the Banks internal policies and banking regulations such as Reg E. Follows all internal and external policies, procedures, regulations and service level agreements.
Acts as the Operations lead for the Business Online Banking Platform, ensuring oversight of administrative functions, utilization of various management tools within the product and researches and coordinates customer related matters that have been escalated from the Access Banking Center /Retail banking department. Works with the Cash Management area to understand business and customer needs to ensure the platform is remaining viable and up to date with current market trends.
Acts as the Operations lead for the Tier 2 Customer Support model ensuring the maintenance, process efficiency and effectiveness, training and coordination with the Access Banking Center is thorough and is adapted to any changes required by internal/industry changes. Work with the Access Banking Center to identify opportunities to increase 1st call resolutions while increasing the effectiveness of Tier 2 interactions.
Identifies current fraud trends both on individual customer accounts, as well as industry and geographic trends. Takes immediate action to adjust current fraud rules/parameters or make Page 2 of 3 changes to an account status to mitigate financial and reputational risks to the Bank and customers.
Evaluates system enhancements relative to all electronic banking functions and makes implementation recommendations to management. Coordinates implementation of selected enhancements with appropriate vendors and Bank personnel.
Provides customer service and training for customers subscribing to Business Online Banking services.
Exercises sound customer service and sales techniques to identify customers needs. Fully explains the features and benefits of the Banks accounts and services making appropriate referrals based on customers needs.
Ensures all incoming/outgoing Wire Transfers are processed accurately, timely and conform to established policy guidelines.
Balances and records the monthly Fiserv EFT income/expense reports. Updates all applicable managerial EFT reports.
Provides oversight and support for the Banks debit card program, including card ordering and daily fraud monitoring to include Fraud strategy review and enhancement recommendations
Responsible for monitoring and presenting recommendations to adjust Fraud/Risk policy/ parameters around monetary asset movements (Wire transfers, ACH , Debit Cards, etc.) to mitigate areas of financial and reputational risk by keeping in line with industry and Bank specific trends.
Coordinates and oversees customer contact regarding potential data breach. Makes recommendations to management, based on the level of breach, for appropriate handling. Coordinates card reissues with applicable vendors.
Provides oversight and support for all ACH processing and daily functions.
Responds to customer inquires and EFT disputes regarding ATM/Debit card transactions including chargeback processing as required. Ensures items are logged and resolved within established regulatory guidelines.
Oversees the daily ATM network settlement, making the appropriate entries


• Location: New Haven

• Post ID: 22999627 connecticut is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018