Corp Business Services Operations Specialist
Hometown Community Banks
Full-time
On-site
East Peoria, IL, USA
Job Summary
Responsible for working with MCB Lenders and other employees to coordinate the application, approval and installation of Business Services products and services to MCB business customers. Involved in the overall planning of relationship
Structure. Will help Deposit Services employees to better understand Business
Services product capabilities and referral processes.
Structure. Will help Deposit Services employees to better understand Business
Services product capabilities and referral processes.
Essential Duties & Responsibilities
· Maintain expert knowledge of all products in the department including ACH Origination, Remote Deposit, Merchant Services, Commercial Credit Card, Positive Pay, Wire Manager and Lock Box
· Accurately & efficiently assist customers with questions and in-depth product & account inquiries by providing accurate information in a professional and courteous manner.
· Process temporary limit changes for ACH, RDC and Credit Card s while ensuring compliance with internal policies.
· Assist with customer outreach when systems are unavailable or decisioning deadlines are approaching.
· Identify and escalate system problems/errors when necessary.
· Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience, both internally and externally.
· Complete applications, install and train customers on various products
· Complete enrollment process ensuring appropriate access levels and limits
· Ensure customer interactions & documentation is compliant with bank policy & federal regulation, and all mandated timing requirements are met.
· Handle direct calls from our commercial business customers as well as from our branches and inquiries/complaints concerning supported programs.
· May assist Commercial Lenders in assigned region to promote Business Services product benefits and provide consultation to customers/prospects on appropriate account structures
· Maintain expert knowledge of all products in the department including ACH Origination, Remote Deposit, Merchant Services, Commercial Credit Card, Positive Pay, Wire Manager and Lock Box
· Accurately & efficiently assist customers with questions and in-depth product & account inquiries by providing accurate information in a professional and courteous manner.
· Process temporary limit changes for ACH, RDC and Credit Card s while ensuring compliance with internal policies.
· Assist with customer outreach when systems are unavailable or decisioning deadlines are approaching.
· Identify and escalate system problems/errors when necessary.
· Accountable for always doing the right thing for customers and colleagues and ensures that actions and behaviors drive a positive customer experience, both internally and externally.
· Complete applications, install and train customers on various products
· Complete enrollment process ensuring appropriate access levels and limits
· Ensure customer interactions & documentation is compliant with bank policy & federal regulation, and all mandated timing requirements are met.
· Handle direct calls from our commercial business customers as well as from our branches and inquiries/complaints concerning supported programs.
· May assist Commercial Lenders in assigned region to promote Business Services product benefits and provide consultation to customers/prospects on appropriate account structures
Supervisory Requirements
Personnel Management: This position has no supervisory responsibilities.
Process Management:
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· The physical activities of this position may include climbing, reaching, standing, lifting, talking, hearing and performing repetitive motions.
· Ability to lift a minimum of 10 pounds to move objects.
· The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· The physical activities of this position may include climbing, reaching, standing, lifting, talking, hearing and performing repetitive motions.
· Ability to lift a minimum of 10 pounds to move objects.
· The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; viewing a computer terminal.
Work Environment
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· The noise level in the work environment is usually moderate.
· Employees, who work 7 ½ continuous hours or more, must take a 30 minute uninterrupted lunch break no later than 5 hours after beginning their work day
The work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· The noise level in the work environment is usually moderate.
· Employees, who work 7 ½ continuous hours or more, must take a 30 minute uninterrupted lunch break no later than 5 hours after beginning their work day
Education and Qualifications
Essential:
· High school education and diploma
· BSA and other Bank related training through BAI is required annually
Experience
Essential:
· Knowledge of customer service principles
· Previous experience interacting with customers face to face and by phone.
· Strong banking experience required.
· Relevant computer skills
· Expert knowledge of MCB Electronic Banking product setup and capabilities
Desirable:
Essential:
· High school education and diploma
· BSA and other Bank related training through BAI is required annually
Experience
Essential:
· Knowledge of customer service principles
· Previous experience interacting with customers face to face and by phone.
· Strong banking experience required.
· Relevant computer skills
· Expert knowledge of MCB Electronic Banking product setup and capabilities
Desirable:
Skills
Essential:
• Must be able to work with a significant amount of detailed information in an accurate, timely and confidential manner.
• Use critical/analytical thinking and problem solving skills to troubleshoot client issues and inquiries.
• High level of interpersonal skills to interact with the bank’s most profitable customers and potential customers in a professional manner.
Essential:
• Must be able to work with a significant amount of detailed information in an accurate, timely and confidential manner.
• Use critical/analytical thinking and problem solving skills to troubleshoot client issues and inquiries.
• High level of interpersonal skills to interact with the bank’s most profitable customers and potential customers in a professional manner.