Electronic Banking Service Specialist

Bank of Ann Arbor•Ann Arbor, MI

1d•Onsite

About The Position

Provides excellent customer support and technical troubleshooting for Business Online, Business Bill Pay, Mobile Banking, and Cash Management services, including ACH Origination, Lockbox, Merchant Capture, Mobile Deposit, Positive Pay and related systems. Delivers training, system setup, and product support to business customers, branches, and internal bank teams.

Requirements

High school diploma or GED required; bachelor’s degree preferred.
2–5 years of banking experience in operations, fraud risk, customer service, or Cash Management.
Strong knowledge of Internet browsers, mobile devices, online banking systems, fraud prevention and bank operations.
Excellent written and verbal communication skills; ability to interact with customers and internal teams.
Strong computer proficiency with bank systems and system administration software.
Solid problem-solving, organizational, detail-orientation, and multi-tasking abilities.
Ability to work in a small, collaborative team environment; change-ready and adaptable.
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 50 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.

Responsibilities

Customer & Online Banking Support Provide phone, email, and remote-session support for Business Online Banking and Cash Management services.
Assist customers with password resets, account setup documentation, troubleshooting issues, mobile/online login concerns, and resolution of complaints.
Support branches and internal departments on ACH, Online Banking, Merchant Capture, Mobile Banking, Cash Management, and Positive Pay questions.
Cash Management Product Support Work with customers to determine product needs and complete onboarding for ACH, Merchant Capture, Positive Pay, and Business Online Banking services.
Install and train customers on Cash Management systems and maintain related client records.
Manage Merchant Capture scanner inventory.
System Administration & Monitoring Set up Business Online Banking clients in system administration tools (e.g., Access Manager or equivalent).
Set up Positive Pay clients in relevant systems (e.g. Centrix).
Monitor online banking activity, track usage, and contact inactive users for reactivation/deletion.
Vendor & Technical Coordination Work with third-party vendors to troubleshoot and resolve technical issues.
Collaborate with the Online Banking team to understand client behaviors, recurring access issues, or training needs.
Additional Responsibilities Provide support for all Cash Management Officers.
Maintain professional communication and high-quality customer service.
Perform additional tasks or projects as assigned.