Electronic Banking Service Specialist

Bank of Ann Arbor•Pittsfield Charter Township, 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.

Responsibilities

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.
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.
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.
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.
Provide support for all Cash Management Officers.
Maintain professional communication and high-quality customer service.
Perform additional tasks or projects as assigned.