eBanking Services Representative/eBanking Services Specialist

    • Job Tracking ID: 512568-831438
    • Job Location: Goleta, CA
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: 09/28/2022
    • Years of Experience: Any
    • Starting Date: ASAP
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Job Description

At Community West Bank, we put deposits to work locally, making loans to businesses, families and non-profit organizations. We are the largest publicly traded and only community bank headquartered and serving California’s Central and South Coast area of Ventura, Santa Barbara and San Luis Obispo counties, with full-service branches in Goleta, Oxnard, Paso Robles, San Luis Obispo, Santa Barbara, Santa Maria, and Ventura. We were named one of the Central Coast Best Places to Work by the Pacific Coast Business Times, and we love working here and think you may too!

Community West Bank team members support and foster the values, character, quality, people, community, and achievement. We live and breathe these attributes with al we do. As an integral member of the eBanking Services team for Community West Bank, this position will provide extraordinary client service to our internal team members and external clients, exemplifying the Bank’s values and our dedication to quality and service. This position will have direct responsibility as an eBanking Services team member to assist in the accomplishment of the Department Business Plan goals and objectives. This position will elevate the team as a member of the Bank’s high-performance culture that emphasizes empowerment, quality, productivity, ethical standards, goal attainment, and the ongoing development of CWB’s vision to become the bank of choice, providing an unparalleled client experience for our clients, employees, and community.

JOB OVERVIEW/PURPOSE The eBanking Services Representative/Specialist will support the eBanking Services Department’s objectives to provide exceptional client service to internal and external clients. The priority of this position will be to perform client onboarding, maintenance, and callback of Community West Bank eBanking and digital channel products, which includes and is not limited to Business and Consumer Online Banking, Remote/Mobile Deposit Capture, ACH, Bill Pay, Wire Transfer, Lockbox, Credit Card, Merchant Services, and Positive Pay. Additional duties include providing a variety of daily support functions including providing client technical support, research and resolving client issues, identifying and troubleshooting systems-related problems for the eBanking product suite within established Service Level Agreements. This position performs all essential duties in compliance with regulatory requirements as well as Bank policies and procedures.

ESSENTIAL DUTIES

  • Participate in vendor management, addressing standard operational issues and concerns directly to vendor, with appropriate escalation to the eBanking Services Manager (eBSM)
  • Provide excellent client service in assisting branch staff and clients with issues pertaining to eBanking products, services, and systems
  • Provide support for all online banking channels
  • Performance of functional duties and processes for clients related to the following specialty desks:
    • ACH - Origination, Returns, Settlement, Administrative System Support, Client System Support, Security Token Administration, Annual Certifications, ACH Limit Administration and Originator Enrollment, and Training
    • Remote Deposit Capture (RDC) - Enrollment processing, Deposit Review and Approvals, Deposit Limit Administration, Administrative System Support, Client System Support, Scanner Set-up (including scanner utility and driver installations), Annual Site Visit coordination, Training
    • Business Online (BOB), Retail (Consumer) Online Banking (ROB) and Mobile (Mobiliti) Banking - Enrollment Processing, Phone Support, Mobile Banking Support, ACH Origination, RDC and Mobile Remote Deposit Support, Online Wire Transfers, electronic delivery of Statements and Notices, Account Maintenance and Password Resets, Positive Pay, Bill-pay Support, and Client Administrative System Support
    • Wire Transfers -  Enrollment processing, Wire Limit Administration, Phone Support, Security Token Administration, System Support, Client Administrative Support, Client Training
    • Business Credit Cards - Enrollment Processing, Reporting, Statements, Account Maintenance, and Client System Support
    • Miscellaneous Services - Courier/Armored, Merchant Services, Account Analysis
    • Fraud Management - Investigation, Prevention, Reporting, Working with Law Enforcement, and Client Contact and Support, particularly as related to eBanking products and services
  • Meet response and resolution times as defined in service level agreements and/or service requests, and follows established processes to meet service level commitments
  • Research, adjust and correct accounts/transactions; perform daily or periodic report review, maintenance, and callback to disparate eBanking systems
  • Balance general ledger accounts and eBanking Certifications as assigned
  • Monitor the safeguarding, filing, retention and destruction of daily work
  • Ensure that optimal client service, minimal errors, and compliance to bank policies and procedures are met
  • Crosstrain in other eBanking Services duties as needed
  • Complete all required regulatory training as assigned within deadlines established including BSA, Bank Security and any other training as assigned, within required timeframes and on an annual basis
  • Perform all other duties as assigned by manager

Experience and Skills

  • High School Diploma, or GED, or an equivalent combination of education, training and experience
  • Minimum 3-5 years of related experience, preferably at a financial institution (3 years Representative, 5+ years Specialist)
  • Awareness of operational responsibility for Regulatory and Audit issues:
    • Office of Foreign Assets Control (OFAC), Bank Secrecy Act (BSA), Community Reinvestment Act (CRA), Affirmative Action, Americans with Disabilities Act (Title I), Gramm Leach Bliley (GLB) Privacy Act, California Consumer Privacy Act (CCPA), Bank Bribery Laws, and applicable California Civil Code
    • Regulatory and privacy and security concerns
  • Appropriate banking laws, regulations, internal Policies and Procedures. Regulations directly applicable to this position include NACHA, Reg. CC, D, DD, E, B, C, H, O, U, X, and Z.
  • Ability to work in a manner consistent with having a high level of integrity, honesty, courage, and loyalty
  • Providing high quality customer service whether to be the internal or external customer
  • Ability to put people first in all aspects of your position
  • Work with the intent of the betterment of our community
  • Ability to effectively comprehend and interpret Bank policies and procedures in the work environment
  • Ability to work independently and collaborate effectively as a team member
  • Ability to exercise good judgment in making decisions
  • Ability to complete tasks within prescribed time frames
  • Exhibit high degree of professionalism in handling and having access to sensitive information, and protect and maintain that confidential information
  • Excellent interpersonal skills to communicate effectively with a wide range of employees and clients.
  • Professional in appearance, and in verbal and written communication
  • Proficient with: MS Word, Excel, Outlook, and Internet