SUMMARY:

This bank operations professional will supervise Electronic Banking staff and bank services they support. Bank services include wire transfers, ACH transfers, P2P via Zelle and A2A, online banking transfers, pre-authorizations, remote deposit capture, including mobile capture and ATM capture, as needed. This position requires strong supervisory and communication skills with the ability to manage a project, identify process improvements and implement change. Support an environment of teamwork and collaboration and work across bank teams to achieve results. Provide exceptional customer service and support to both the internal and external customer. Address sensitive customer issues and accompany an account officer on a service call upon request.

Please note: this position will work either full-time out of the Dunkirk, NY office or can split time between Orchard Park and Dunkirk locations. Must be willing to work in both locations as needed.

DUTIES AND RESPONSIBILITIES:

• Manage the electronic banking staff including performance reviews, goals and ongoing skills training and cross-training.
• Manage the bank services and operations for: set up of consumer & business online banking, Zelle - P2P, remote deposit capture – including ATM capture and mobile capture, ACH origination, ACH pay/return decisions and wire transfer processing.
• Manage and oversee the debit card dispute process.
• Serve as the Bank’s ACH Coordinator; responsible for preparing and submitting periodic Board ACH and E-Banking Reports.
• Work in conjunction with other departments to prepare annual internal ACH Risk Assessment. Prepare summary report for Board Audit Committee.
• Supervise the workflow for timely completion of tasks and adherence to policy/procedure as well as ensure satisfactory audit results; assist with the audit preparation work.
• Complete independent reviews of staff work, including return/pay decision making, new account setups, ACH file processing, A2A file review, debit card dispute decisions and account settlements/account reconciliations.
• Oversee Debit Card dispute processing, making timely decisions surrounding chargebacks and provisional credits. Update written procedures and research efficient systems relating to this process.
• Write/update policies and procedures as required for new bank services relating to e-banking, as well as regulatory or system changes.
• Evaluate systems for functionality improvements; participate in monthly vendor meetings.
• Collaborate with the other Managers for escalation issues, project work and team issues; cross-train to back up other Managers or Supervisors in e-banking services as needed.
• Assist Account Officers with business proposals for prospective customers as needed.
• Assist with disaster recovery testing over e-banking activities and ensure related policies and procedures are timely updated as systems and procedures change.
• Attend seminars, webinars and vendor specific training
• Maintain an up-to-date knowledge and documentation of the department’s products and services.
• Serve on Bank committees and vendor management committees.
• Perform other duties as assigned

TECHNICAL SKILLS, TRAININGS OR CERTIFICATIONS:

• Knowledge of Electronic Banking Regulations and NACHA rules
• AAP or APRP certification preferable, but not required
• Knowledge of Deposit Banking Regulations-Regulation CC, Regulation D and DD and other related regulations
• Proficiency with Microsoft Office products required
• Experience with ACH systems, core banking systems and Fedline a plus

QUALIFICATION REQUIREMENTS:

Ideal candidate will have a desire to coach and develop staff, possess strong verbal and written communication skills, be able to manage a project, write policies and procedures and ensure policies and procedures are being followed and that Bank staff adhere to regulatory guidance and internal policies. Readily adapt to change.

EDUCATION and/or EXPERIENCE:

• Bachelor’s degree preferred and/or 10 years of bank operations experience with a focus on both traditional deposit products and electronic banking.
• This position requires management experience of day-to-day supervision of staff and project management experience.