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Electronic Banking Specialist I 63

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Job Details
Job Order Number
Company Name
Heartland Bank and Trust Company
Physical Address
401 N Hershey Road
Bloomington, IL 61704
Job Description

Position Summary

The Electronic Banking Specialist II is responsible for providing tier II customer care and support to internal and external customers for the bank’s various electronic banking systems including Internet Banking, CAM, ACH, and Wire Origination, Yellow Hammer Fraud Review, ACH Originator Reviews, RCS Reviews, Bill Pay, mobile, text, and Telebank systems. This position is responsible for handling enrollments and maintenance for these services and for performing daily time sensitive duties with minimal supervision.

Essential Job Functions

  • Maintain an intermediate level of understanding of the bank’s various electronic banking systems
  • Provides tier 1 & 2 customer service and support for electronic banking systems
  • Process electronic banking enrollment & maintenance requests for both retail and businesses
  • Conduct ACH Originator Annual Reviews
  • Conduct RDC Client Annual Reviews
  • Solve problems for all electronic banking products
  • Perform various day to day operational duties with assistance as needed
  • Complete maintenance requests received thru OTRS System in a timely manner with minimal assistance

Core Essential Job Requirements

  • All employees must be able to relate well to customers and coworkers in a positive atmosphere of mutual respect without exhibiting behavioral extremes and be able to respond appropriately to direction and criticism from a supervisor

  • Provide exceptional customer care (both internal and external) in a manner that satisfies individual needs of each customer and builds loyalty to Heartland Bank
  • Promote Heartland Bank within the community by consistently speaking highly of the Bank, its leaders, managers, employees and mission
  • Maintain confidentiality of all customer and employee information
  • Respond positively to feedback and redirection
  • Fully utilize systems, tools, training and resources provided to maximize potential
  • Assist other departments as needed
  • Speak English clearly
  • Demonstrate regular attendance and punctuality

Computer Skills

  • Understanding of web browsers and troubleshooting security settings
  • Proficient with Microsoft Word

Education and Experience Requirements

  • High School Diploma or equivalent
  • One year of experience in Electronic Banking Systems
  • Two years’ experience in Banking preferred
  • Two years’ experience in Customer Service

Physical Requirements

  • Regularly:  sitting, talking, hearing, feeling/touching, vision – close, peripheral, depth, ability to adjust focus

  • Occasionally:  standing, walking, climbing and/or balancing, reaching with arms and hands, stooping, kneeling, crouching, and/or crawling, lifting objects up to 30 pounds


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